When and where to offer the survey to guests

Guest feedback is most accurate on the day of the visit, while guests still remember what they ate and how long they waited. The survey therefore belongs where guests sit with a phone in their hand, and always with a short call to action. Hardly anyone scans a QR code without an explanation.

• QR code on the table: a stand or a sticker with a call to action, for example How did we do today? Tell us in two minutes.
• QR code on the receipt: guests see it when they are wrapping up the visit and have time.
• Takeout packaging and delivery: a sticker with a QR code on the box or bag.
• Email the day after a reservation: send guests who booked with an email address the link from Quanda. Quanda then recognizes who answered.
• Tablet at the register or the exit: suits bistros and cafés with counter service, where guests do not sit at a table.
• Newsletter footer and website: guests who decide to rate the visit later will see the link too.

Answers through a QR code, a tablet and the website are anonymous. That is why the survey ends by asking whether you should get back to the guest, and asks for contact details only from those who answer Yes.

How to set up a guest survey in Quanda and put it on the tables

You set the survey up once and then just print it on new table stands and receipts. The whole setup takes about half an hour.

1. In Quanda, in the Surveys section, choose Create new survey and add the questions from this template. The help article Creating and setting up an online survey describes the procedure.
2. After the question asking whether you should get back to the guest, add a page with contact details and in the Logic tab set the answer No to end the survey.
3. In the Distribution step switch the survey status to Ready to use. Quanda generates a link that points directly to the survey.
4. Turn the link into a QR code in any QR code generator and print it on table stands, receipts and takeout packaging, always with a short call to action.
5. In the survey automations set the Send notification action, so the manager learns about every new rating right away.

How to evaluate restaurant guest answers

Guest answers are evaluated continuously, not once a year. You read criticism right away, the overall picture once a week and the trend once a month.

1. Open Analysis of answers in the survey and look at the overall impression of the visit and at the NPS score, which Quanda calculates for you.
2. In the ratings of food, drinks, service, atmosphere and price, find the area with the lowest average. That one comes first.
3. Use the advanced filter to select guests who waited too long and check what occasion they came for. It is often one part of the day.
4. Read all open answers and pass praise for specific people on to the team. Get back to guests who asked for a reply by the next day.
5. Once a month download the Final report as a PDF and compare the results with the previous month.

How to respond to guest criticism and praise

Guest feedback is only worth something when something happens because of it and the guest finds out. Quanda recommends deciding in advance who responds to which type of answer and by when.

• Criticism with contact details: get back to the guest by the next day, say thank you, do not make excuses and say what you will change. An invitation for a coffee or dessert on the next visit often turns a critic into a regular.
• Criticism without contact details: you cannot reply, but you can learn from it. Discussed at the shift meeting, it is just as valuable.
• Long waiting time: check whether it repeats at one part of the day. Then it is not about one person, but about staffing on the shift or about the kitchen.
• Praise for a specific person: read it out loud at the team meeting. The team sees that you read the answers and that good work gets noticed.
• Happy guest: ask them for an online review on the survey thank you page. Happy guests are more willing to write a review when someone asks them.

A guest who heard back after criticism often returns. A survey nobody responds to teaches guests that answering is pointless.