Guest Ratings, Surveys, and the Ratings Feedback Loop

Using Bloom’s advanced automated marketing suite of tools, it is quick and easy to create this type of feedback loop.

Here’s how it works.

Bloom users create an initial message that is sent to their guests. This message will typically thank them for a recent visit and ask them to provide a rating of their experience – from one-half star to five stars.

The message can be configured to be sent after a specific number of visits to your restaurant, so they do not get the message after every visit.

Then, a rating threshold is configured for which a follow-up message will be sent.

For instance, if the threshold is set at 2 ½ stars, then if the guest gives a rating of 2 ½ stars or less, a follow-up message can automatically be sent.

In this case, the follow-up message would offer an apology for providing anything less than stellar service and can include an incentive to get the guest back through your door for that valuable second chance.

The idea is to grab the guest’s attention and offer some kind of resolution to their issue before they get to an online ratings website.

If they know their issue is being addressed in a friendly and positive manner, they will most likely refrain from complaining online.

Over time, this will mitigate many negative reviews that would have been sitting online damaging your reputation for years to come.

Likewise, if the guest gives a good rating in the initial message, you can follow up with a message thanking them, and asking them to come back soon.

The Value of the Guest Feedback Loop

Over time, this will greatly increase the number of positive ratings and reviews you have online.

Using Bloom, users can see all of their ratings for any given time period, along with any comment/review the guest added.

They can be sorted by the rating itself, or by date, guest name, or physical location (if you have more than one location using the Bloom platform).

By studying the ratings list, you can find hidden trends or operational issues you were previously unaware of.

Perhaps a good portion of your lower ratings commented that they purchased a specific item. If so, you can address that item.

Or perhaps your great ratings mentioned a specific person on your staff. If so, perhaps you could make that staff member a trainer for your new employees. The opportunities are countless.

It is important to remember that not all WiFi marketing platforms offer this type of advanced marketing feature.

Simply put, Bloom has been at the forefront of WiFi marketing for years, developing and improving the best WiFi marketing solution available today.