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October 12, 2020

Generate Customer Data from Feedback/Reviews

Before making your feedback flow, you want to know what questions you want to ask. This means that you need to know what data you want. If you are following the data columns in my restaurant CRM, then the following list includes the questions you will be asking:

  1. How much did you spend?
  2. How many people were in your party?
  3. How would you rate your experience?
  4. Would you like to add any comments?
  5. Would you like to leave a public review?

If you have any other questions you want to ask because you want specific data, you can add your question very easily.

Just make sure that you aren’t asking too many questions or the customer will feel like the survey is taking way too long.

To start the survey off, we want to first ask them if they want to give feedback. Usually, asking without incentive makes it very difficult for a customer to give you their time and energy to give you feedback. However if you incentivize this with a next offer, you can easily get lots of feedback.

I usually start the feedback request with a message asking “Would you like a {Offer Name 2} on your next visit?”

From the starting step, continue the flow to a new message that asks “Would you like a {Offer Name 2} on your next visit?”

From this question, I like to give them the option of “Yes” or “Remind Me Later” incase they receive the message at a time where it isn’t convenient for them to interact with us.

Create quick reply buttons for “Yes” and “Remind Me Later.”

From the “Remind Me Later” quick reply, you can continue by starting a new flow for “Survey Reminder” flow.

From the “Yes” quick reply button, you can continue the flow by asking your first survey question in a Message.

In this first survey question, you want the message to be a User Input message which will then record into Manychat and also into your Google Sheets CRM.

So after you create the Message box, add a User Input message and delete the default message.

Then you can ask the first question you want to ask in your survey. The most important data to me is ROI, so the first question I ask is how much they spent:

Okay, I just need a favor from you. Can you type in the amount that you paid on your check/order?

Please round up to the nearest whole number (ex. if you check was £15.89, please type £16).

After they answer this question, I record their response in Google Sheets. Then I ask them the next question in the survey.

Let’s implement this by continuing the flow from the User Input message we just created. From the Action on reply yellow open circle, continue to a new Action.

Create a Google Sheets action in this action box. Select your Google Sheets restaurant CRM. Then write the spend data in your ROI/Spend column for this specific offer.

To ask the next question in your survey after the customer answers, click on the open gray circle next to the “Next Step” text then continue to another message. This next message will be set up the same way as your first survey question.

We need a User Input message. So insert a User Input message and delete the default message. In this message, I ask how many people they were with. One of the key metrics in the restaurant revenue formula is spend per customer. The only way to get that is to divide the amount on the check by the number of people at the table for the check.

So the question in my next message box is:

Thanks! And how many people did you order for?

After the customer answers this question, I record this in the “Group Size” column in Google Sheets. Then I continue to the next (and last) question of the survey.

The last thing I want to know from the customer is what they thought of their experience.

It is really important to measure customer happiness because the customer happiness metrics is the sole metric (after being profitable) is the most important to keep your restaurant in high demand.

More importantly, it’s good to get high ratings and good feedback. But its even more important to get feedback about low ratings so you know how you can improve your restaurant.

 So my last question is:

Awesome! Last question before you can choose your next offer!

How was your experience during your recent visit?

Then I give them 5 quick reply options of 1 star through 5 stars. I put these options in the form of star emojis.

Depending on which rating they give, I continue the message to a different response. For example, if they gave a 1-2 star rating, I will respond with:

Oh no! I’m so sorry that we didn’t meet or exceed your expectations. Can you tell us more about what happened so we can try to mend the situation?

Please answer here! 👇👇👇

The above message is created as a User Input message. Once the customer answers, the User Input is emailed to restaurant owners and management.

If the customer gives a 3 star rating, then I lead them to this message:

Uh oh, 3 stars means average and I definitely don’t want to just be average.

If there is anything I can do to help change your mind on this, please let me know right away!

Please answer here! 👇👇👇

Which is also a User Input message and which also gets email to restaurant owners and staff.

Lastly, if the customer gives a 4-5 star rating, then I will respond with this message:

Glad you had a good time! We’ll keep delivering great food and great service the best we can!

Except this time, I will continue to send messages because the one thing I really want after they give me a 4-5 star rating is a public 4-5 star rating on review sites.

So I will continue with another message asking:

Do you want other people to have the same great experience you had?

I will give them the option of Yes or No. If they click No, then I will ask them for their comments here in Facebook Messenger rather than asking them if they want to leave a public review.

To do that, I will continue to another User Input message that will ask:

I get it, you want them to have a better experience!

If you think that we can improve somewhere, please let me know here! 👇👇👇

If they click Yes, then I will continue with:

You’re so kind!

If you don’t mind, would you share your experience with others?

Then I will give them options of which review sites to leave their public review on.

Each option will be a link to the respective review site where they can leave their star rating and comments right away.

After I present those options, I also put a 6 hour delay because I want to follow up and ask if they actually ended up leaving a review.

If they did, I want to read the public review. If the public review is awesome, I will respond back to them and give them the link to start the next offer that I promised at the beginning of the survey.

At this point, you will get some kind of data back from the customer which you can translate into awesome metrics for your restaurant reporting.

You also have the opportunity to bring the customer back with more incentive on their next visit!

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Wilson Muh

Wilson Muh

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