How Can Restaurants Benefit by Integrating Surveys to Their CRM Software?

Maulik Shah
May 10,2017

    For any business to thrive amongst the competitors, customer relationship has to be maintained. When your business has expanded across different domains, it becomes difficult to keep in touch with all the customers and know about their preferences. This is when Customer Relationship Management (CRM) software comes to your rescue.

    Restaurant industry is an area where CRM stands of utmost importance. If a customer is dissatisfied with the services and he/she broadcasts it through Social Media, Yelp or Google reviews, it can spoil the impression of the restaurant. In order to provide better services and experiences to the customers, surveys should be conducted at regular intervals so that their experiences can be known and important changes can be implemented.

    The question that arises here is, “How to conduct surveys through your CRM?”. As an answer to this question, we created a survey product called Survey Rocket. It is a survey plugin that is developed exclusively for Sugar/Suite CRM and can be used to create, send and analyze surveys within your CRM without needing any third party integration solution. Mentioned below are the ways in which you can benefits from using Survey Rocket for your Sugar or Suite CRM.

    Gather real time feedback

    Research shows that companies that perceive themselves to be successful conduct surveys in for measuring customer satisfaction. In order to know what aspects the customers love the most about your restaurant, make sure you send them a survey on time. By integrating Survey Rocket to your CRM database, you can get customer feedbacks fast and easy. The surveys can touch the following aspects:

    • Quality of food
    • Service standards
    • Ambience
    • Hygiene
    • Ratings in comparison with the competitors etc

    After analyzing the answers of above mentioned points, you will be able to find out the strength and weaknesses of your restaurant business. You will also be able to set performance threshold for customer satisfaction at your restaurant.

    Easy follow ups and interaction

    Once you get the answers to the survey, it becomes easy for you to get back to your customers and resolve their issues. If a customer provides a negative review for your restaurant, you can get back to him/her by sending a “We are sorry” message. It makes the customer feel important and they might give you a benefit of doubt. If a particular service wasn’t available and the customer provides a feedback about it, you can get back to them through email or messages.

    Increase customer retention

    By conducting surveys through CRM, restaurant owners can find out about the kind of food their customers prefer, how frequently they visit the restaurant and the amount they spend on each order. After this information is gathered, it can be used to create personalized loyalty programs and rewards. Remember, loyalty programs form the basis of any CRM system. They make the customers feel valued and it is likely for them to keep coming back to your restaurant. Also make sure you offer them with a free voucher on their birthday or a reward when they recommend your restaurant to their friends and family.

    Surveys are not just confined to connecting with prospective customers. They also help you to retain them. By integrating Survey Rocket or any similar survey tool for SugarCRM, you will be able to flourish with your restaurant business. We understand that the requirement for every business is different. However at AppJetty, we will help you to combine your CRM software with our Survey plugin in the best way.

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