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Customer Satisfaction

🎯 Objective
 

To systematically analyse all customer touchpoints within the restaurant, establish insight-driven decision-making processes through consistent data collection, and build a long-term culture of customer loyalty.
This service directly impacts not just the number of customers, but also loyalty rate, online reputation, and repeat visit frequency.

Customer Satisfaction and Brand Loyalty Development

⏳ Duration: 6 Months – 1 Year
While each phase can be implemented independently, a minimum of 6 months with regular follow-ups is recommended for full impact.
🧭 Step-by-Step Process

✅ PHASE 1 – Initial Assessment & Survey Design (Month 1)

Scope of Work:

  • Collection of current customer data, table occupancy rates, and online reviews

  • Categorisation of positive/negative feedback (Google, TripAdvisor, OpenTable, etc.)

  • Evaluation of customer experience through entry, service, and payment phases

  • Observation of staff interaction with customers

  • Design of a short, measurable 10-question satisfaction survey (QR or table-based)
     

📋 Sample Checklist:

  • Reviews from the past 3 months have been collected and categorised

  • Repeated complaints have been flagged

  • Both digital and print formats of the survey are prepared

  • Staff awareness meeting conducted
     

📄 Deliverables:

  • 10-question customer satisfaction survey (digital + print format)

  • “First Impressions Report” – analysis of customer comments and trends

  • Online review analysis table (themes: positive/negative/issues)

⏱ Estimated Time: 2 half days (£400)

📊 PHASE 2 – Measurement & Data Collection (Months 2–5)
Scope of Work:

  • Active monthly collection of surveys (minimum 100 responses)

  • Encouraging staff to request feedback (post-meal question, QR guidance)

  • Bi-monthly evaluation meetings:

    • Most frequent complaint themes

    • Most appreciated service aspects

    • Time-based complaint intensity (by service hours)

  • Creation of polite response scripts to popular reviews (for management)
     

📋 Sample Checklist:

  • At least 100 surveys collected each month

  • 80% of surveys completed without missing data

  • Top 3 complaint topics identified

  • Reply scripts for management prepared
     

📄 Deliverables:

  • 2-Month Trend Reports (charts + tables)

  • List of complaint categories with suggested solutions

  • Staff observation form (customer engagement focus)

  • “Response to Feedback Protocol” (pre-written management replies)

⏱ Estimated Time: 4 half days (£800)

💬 PHASE 3 – Brand Voice & Loyalty Initiatives (Months 6–9)
Scope of Work:

  • Review of communication channels such as menu language, social media tone, greetings, and phone answering style

  • Development of a consistent “brand voice” (e.g., friendly, professional, creative)

  • Design of gestures for loyal customers:

    • 5th visit discount

    • Birthday greeting messages

    • “Name-based recognition” protocol

  • Creation of mini customer memory cards for waitstaff (fillable or simple note-based)
     

📋 Sample Checklist:

  • Menu language matches restaurant ambiance

  • Phone greetings revised for brand alignment

  • Loyalty program rules established

  • List of gestures for regular customers created
     

📄 Deliverables:

  • Brand Communication Guide (menu tone, social media voice, greetings)

  • Loyalty suggestion pack (card template, QR system, 5th-visit form)

  • Sample customer memory cards for staff

  • Training summary and participation list

⏱ Estimated Time: 4 half days (£800)

💡 PHASE 4 – Loyalty Program Implementation & Tracking (Months 10–12)
Scope of Work:

  • Monitoring of revisit rates among loyalty program participants

  • Analysis of gestures such as discounts, complimentary items, and name recognition

  • Loyalty point/visit tracking using Excel or a digital system

  • Gentle prompting for reviews from satisfied customers with short message templates
     

📋 Sample Checklist:

  • Loyal customer profile developed

  • Impact of gestures (e.g., discount) on return rate measured

  • Follow-up system activated (manual or digital)

  • 5th-visit offer successfully triggered
     

📄 Deliverables:

  • “Loyalty Impact Report”: repeat visit rate, return timeline

  • Table showing effects of promotional gestures

  • Summary of loyal customer profiles (age, visit frequency, average spend)

  • Final comparison & improvement report (before vs. after)
     

⏱ Estimated Time: 2 half days (£400)
 
💷 Average Cost
Total Duration: 12 half days
Total Fee: £2,400
(Additional loyalty features or digital system integrations priced separately.)

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