Surveys

The GEM Solution


Surveys

Having your own feedback site allows you to attract brand engagement, collate guest feedback, track your Net Promoter Score (NPS), be alerted to things that might require attention, build your guest database and influence word-of-mouth.

Post experience feedback

By inviting your guests to provide feedback after their experience has ended, you will get a more considered and balanced response than at-table feedback, which can sometimes get in the way of the experience.

The survey itself is designed to be easy to use and to complement your brand. There are several ways to invite guests to complete a survey, ranging from onsite marketing and receipt codes to automated emails from your wifi or bookings provider.

Many of these options can be set up to pre-populate parts of the survey based on what we already know. Incentives such as a prize draw (which we can administer for you) help to encourage more guests to complete the survey.

Post experience feedback

Tablet Surveys

If it suits your operation, invite guests to provide feedback while they are still there. This has the advantage of capturing a higher number of responses.

The survey is configured on a tablet to recognise the location, date, time, and sometimes other information. The tablet can be handed to the guest at-table or mounted on a podium to catch passers-by (this works well for events).

The surveys do not require a permanent internet connection, so are fast and responsive.

Tablet Surveys

Menu Performance

If your menu remains quite consistent, it can be a good idea to enable guests to select what they ordered and provide a rating and comments. This helps you to monitor performance of different dishes, particularly when they are new, and to establish whether there are variations by location that might suggest specifications are not being followed correctly.

Menu Performance

Notifications

If a guest has had a poor experience, it would be helpful to know about it right away. It’s also nice to know when someone’s had an amazing time. So we can agree with you the things you would like to be notified about, and set up alerts for delivery to our mobile app and via email.

You then have the chance to take appropriate action quickly, and possibly even recover a guest before they make comments online or to their friends that may be damaging to you.

Notifications

Public Reviews & Social Media

The feedback you receive from your survey site is like a direct line of communication with your guests. But it can be useful to see this in a wider context by viewing results from review sites in the same place.

We can pull ratings and comments by location from Google, Facebook and TripAdvisor, not just for your sites but for your competitors too. And on our surveys, where we know someone has had a great time we can direct them to social media sites to leave a public comment.

Public Reviews & Social Media

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