Facilitate Magazine: Why immediate feedback can protect catering’s reputation

In a new opinion article for Facilitate Magazine, HappyOrNot’s VP of Sales, US and Global Channels, Scott Erickson, explores why strong customer service alone isn’t enough to protect catering operations when availability and operational execution fall short.

Drawing on more than 2.7 million customer feedback responses from the catering sector, Scott highlights an important disconnect: while team friendliness and service culture consistently achieve satisfaction levels above 95%, availability remains one of the biggest sources of customer dissatisfaction. The article explains how issues such as stock availability, replenishment, production planning, and service hours can undermine even the strongest frontline teams.

Scott also examines the limitations of traditional feedback methods, arguing that surveys and online reviews often arrive too late to prevent recurring operational issues. Instead, he outlines how real-time microfeedback enables site teams to identify problems as they happen, respond within the same shift, and improve consistency across multiple locations.

Read the full article in Facilitate Magazine.