Establishing KPI’s for Growing Brand Salt + Smoke

Restaurant patrons provide their feedback as they exit rating their experience.  Based on the number of feedbacks and the validity of the data, S+S implemented the program in a second establishment. Now, data is collected and analyzed from two different locations and results are compared store vs store.  

Approximately 600 responses or about 10% of patrons rate their experience each week.  S+S has been able to make positive changes to influence service delivered today, as well as to formulate excellent service standards to be implemented as the chain grows.

HappyOrNot Reveals the Unexpected

“Expecting only customer responses, we observed feedbacks received in the early morning hours.  Upon closer review, we discovered employees were providing their sentiments,” explained Tom Schmidt, founder and owner of Salt + Smoke.  

“This opened our eyes to how HappyOrNot could help us pinpoint issues in between our periodic employee reviews and allow us to work on employee relations continuously.  With 200 employees currently and another 125-200 set to be hired, we are going to be looking to add this measurement tool to our back of the house as well.”

Analytics Provide Insight to Detect a Negative Trend

Monitoring the feedback on a day by day, hour by hour level allowed the S+S team to pinpoint a negative trend.  Analytics indicated that satisfaction levels were dipping within a specific time window on two specific days during the week.  Presented with this insight, Management was able to uncover the root cause and take corrective action to adjust staffing quickly remedying the situation.

Monitoring Feedback assists with Appropriate Messaging

Inventory levels are closely managed.  Foods are made fresh daily. Sometimes due to the volumes served, there are instances when menu items may be sold out.  HappyOrNot insights have steered the S+S management team to craft the appropriate verbiage for when this situation occurs.  Instead of leaving a sour taste with the customer, they leave with a more positive opinion.