Food and Beverage

How the Food and Beverage Industry Benefits from Customer Feedback and Data Management:

The food and beverage industry encompasses everything from a roadside hot dog stall to a four-star gourmet restaurant. Some establishments are part of multinational chains while others may be run as independent small businesses. For as long as mankind has needed refreshment, the food and beverage industry has been essential and the challenges faced by the industry may remain largely unchanged despite massive technological advances.

Reputation and customer satisfaction are paramount in this industry; one bad customer experience can spell disaster to an establishment. Additionally each establishment, regardless of size, has to deal with the challenges of supply and quality control in the face of a constantly changing and unpredictable clientele. Supply chain and distribution can be a minefield for the proprietor of any establishment, especially when ingredients must be freshly caught or harvested. Repeat customers expect consistency — the steak béarnaise they order tonight should taste and look the same as one they ordered three weeks or three months ago. Quality control and reliable, talented staff are essential to the business.

Customer feedback and data management in this industry:

Customer Satisfaction Surveys Understand and measure customer satisfaction for products and services, and identify ways to improve customer-directed programs.
Performance Measurement Surveys Measure performance of internal work groups and processes and measure performance directed to external markets, e.g. ISO compliance reporting.
Employee and HR Surveys Collect data for 360 surveys, peer reviews, compensation and benefits surveys, and employee pulse checks.
Issues and Advocacy Surveys Used primarily by associations for member-based surveys including communications, advocacy, collective bargaining surveys, and so on.
Brand and Product Surveys Measure brand awareness/equity across audiences in different markets and gauge feedback on product features/benefits.

Food and beverage establishments also need to streamline their communications with customers: emailing menu details or confirmations on reservations; producing e-newsletters promoting new dishes and analyzing feedback from customer surveys. For this purpose, InSite offers a comprehensive suite of applications that includes mass emailing as well as surveys and analytics. InSite enables you to streamline your customer communications and respond quickly to customer feedback.

Contact us for more information about how our customer management system can help your business.

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