Michele Garcia, Director of Learning and Development for Areas USA, explains the company’s plan to calculate customer satisfaction. “We will be re-implementing the NPS Guest feedback survey via a QR-code printed on receipts,” says Michele of the program that was reactivated at the end of March. NPS stands for Net Promoter Score and acts as a measure used to gauge customer loyalty, satisfaction, and enthusiasm with a company using survey-based questions. Areas plans to pilot the program across two locations and then proceed with a full rollout 60 days thereafter. Platform provider Qualimetrie, will receive and process the survey data.
The information will greatly benefit the company. “The survey will ask our guests to rate us against eight indicators that align with our guest training program called Brilliant at the Basics,” explains Michele. The survey is based on a 5-star rating system and is inclusive of questions such as: would you recommend this restaurant?, rate the welcome, rate the visual presentation, and rate the cleanliness. The results will be shared at the location level with the Concepts & Brands, and the leadership teams to highlight successes and areas of opportunity. The Areas Global office will also use the data as part of organizational success and reporting. “This will help us drive guest satisfaction and ensure we are brilliant at the basics,” says Michele.