How to Improve Customer Satisfaction in Hospitality Industry

Mar 21, 2022

The power of reviews has never been greater than it is now, and nowhere feels the impact more than the hospitality sector. The growth of online review websites means customers can take their pick of platforms to instantly air and share feedback on their experience in restaurants, bars or hotels. And, not unreasonably, if they…

The power of reviews has never been greater than it is now, and nowhere feels the impact more than the hospitality sector.

The growth of online review websites means customers can take their pick of platforms to instantly air and share feedback on their experience in restaurants, bars or hotels. And, not unreasonably, if they feel they’ve been sold short on service standards, reviewers often don’t hold back in expressing their dissatisfaction to a far wider audience than just the business owner.

Rack up a succession of one or two-star ratings under the heading ‘terrible service’ and diners doing their homework before choosing somewhere to go will soon hear alarm bells and head elsewhere. It doesn’t take long for that kind of reaction to start having a negative impact on a venue’s reputation and ultimately on revenue.

Nothing spreads quite like bad news except maybe bad news on the internet.

Poor service is now cited as one of the leading, if not the number one, reasons why customers go home disappointed at the end of their night and vow never to return. Even more than poor quality food, it seems that if an order fails to arrive or is wrong when it does, that leaves a bad taste.

Add in the issue of long wait times and complaints along the lines of ‘struggled to attract someone’s attention before we could order’ ‘had to chase our waiter to get the bill’ and the overall picture painted is one of a business that’s run inefficiently and, worse still, doesn’t care about its customers.

Delivering on all the main areas of hospitality – atmosphere, food, prices and service – is especially difficult when set against the current climate of severe staff shortages.

Businesses are facing the challenge of not just maintaining high standards, but more often than not doing it with fewer staff.

That’s where Qbunk’s table ordering app can really help because by streamlining the ordering process, venues can significantly improve service efficiency.

Order mistakes are a thing of the past because the potential for human error mix-ups is removed and wait times are dramatically reduced because punters can track their orders and servers know exactly where they need to be.

Plus, at busy periods particularly, customers won’t have to desperately fight to get attention when they should just be enjoying themselves. Simply tap the app, and your next round appears at your table… as if by magic, right?!

Take away the causes of the ‘terrible service’ issues and you can take away the one-star reviews too.

Want to boost your customer satisfaction? Visit https://qbunk.co.uk/for-venues/ or contact david@qbunk.co.uk.

Other news