Thanx has analyzed thousands of restaurant customer feedback responses over the last two years. Three facts we’ve learned along the way: 1) your best customers matter, 2) every single customer experience counts, and 3) replying to feedback grows sales +22%. Restaurants – here’s how to use feedback to solidify a customer’s loyalty.
Let’s talk customer feedback.
At Thanx, we launched NPS customer feedback as part of our marketing suite for multi-unit businesses back in September 2013. Why? We believe the most effective marketing is exceptional customer experiences, every single day.
Almost two years later, we’ve got thousands and thousands of feedback responses that we can connect back to customers and their spending over time. If you’re a bit of a data nerd (like I am), this is exciting. It’s an opportunity to learn how customer feedback influences real customer behavior.
In early March, we analyzed Thanx feedback data to find the answer to three big questions:
What’s the value of a customer who gives you great feedback?
What happens when a great customer has a bad experience?
Does responding to or rewarding feedback have an impact on whether a customer revisits your store?
What we discovered was, frankly, really frickin’ interesting. Ready? Let’s dig in.