“Comment cards are given with every check, plus there’s a feedback form on our Web site. The staff lets customers know that we want to hear from them; that it is the only way we can do a better job. We ask for the name of the server; to rate the quality of food, service, and cleanliness; and how they heard about us. I review all comments with managers, who then share them with their staff.”
–Young Kim, director of marketing,Kabuki Restaurants Inc.

“Customers are directed to our Web site to give feedback – the url is on our menus and cards. A link to ‘send us your comments’ is on our homepage, along with current customer comments. Being public with our feedback gives us added credibility and one of our founders responds to all comments. The information we get helps us determine names of menu items, gauge interest for new locations and, most importantly, to create more of a bond with customers.”
–Shelley Wolford, director of marketing, Sticky Fingers

“Web-based software allows our guests to fill out surveys on our Web site. At the bottom of each guest check there is an invitation to take a survey with an id number and an incentive – $5 off on lunch, a $10 gift certificate, etc. Survey data is available to managers in real time; they don’t have to wait for comments to filter down to them. If guests have had any problems an alert is sent immediately
to the appropriate manager for follow up.”
–Nicole Roope, director of marketing, Brio Tuscan Grille