With over 175 restaurants in the Greater Charlottetown area, A&W, VP of Operations Cory Stevenson knows what it takes to stay ahead of the competition.
“We hear it all the time, whether it be visitors or Islanders commenting on how many restaurants there are in Charlottetown. The restaurants per capita is so high and it is a dog-eat-dog world in the restaurant industry, which is why any feedback is good feedback,” explains Stevenson.
A&W currently uses BamText Feedback in both the Charlottetown & Summerside locations. BamText Feedback allows A&W customers the opportunity to share their experience with the management team anonymously and in real-time. Whether it be positive or negative feedback, the A&W team wants to know!
Stevenson and his team considered different methods of collecting feedback but the ease of use of Bamtext and simplicity of the system was very appealing to A&W and that made the decision easy.
“We implemented BamText because we needed a different avenue for more specific feedback. Most feedback systems do not offer the customer the ability to send a free form text of their experience. For instance, if someone says they have a poor experience, we can know why their experience was poor and fix the problem. Another reason we implemented BamText was the ability to respond to the customer in a timely manner. Some customers send in feedback by sending head office an email but by the time the email reaches us it can take up to 3 days. If a customer has a problem, we can respond literally seconds after we receive feedback,” states Stevenson.
To use BamText, customers simply text their feedback to a local phone number that is displayed at the A&W restaurant. The feedback is then routed directly to VP Operations, Cory Stevenson in real-time. Customers are sent an auto-reply immediately after submitting their feedback letting them know their feedback was received. If the feedback requires further action, the A&W team can then respond directly back to the customer. All feedback is stored on the online dashboard where you can access full analytics. The analytics can be set to your preference, whether you would like to feedback throughout the year, month, or day. It is also organized into type of feedback, whether it be positive, negative, or an inquiry.
“A lot of the time we will start to see a trend develop. For example, one morning we had a few feedback come into the system saying the restaurant was cold. We considered the situation, adjusted the heat and avoided any further complaints on the temperature.” Says Stevenson.
Stevenson and his team also know the importance to recognize the positive and reward their staff on a job well done. BamText has become a great staff recognition program for their team, they print the positive feedback and share it with their team members.
“We make sure our staff know when we receive good feedback, we know that positive reinforcement is a strong staff motivator!” says Stevenson.
“Overall collecting customer feedback is very important to us, we want to make sure we are on the right path as a business. Our customers are what keeps us going every day, we need to ensure they are happy. If you are not in business to increase your sales or social awareness it is defeating the purpose of even being there,” states Stevenson.
With BamText in place, A&W can now rest easy knowing their customers have a way to share their experience with their team in a timely manner!
If you would like to learn more about BamText Feedback please contact us directly at sales@bamtext.com or learn more at www.bamtext.com/feedback