Customer Feedback System for Sandro restaurant
Puranen, Enya; Reismaa, Kirsika-Janely (2020)
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202005046935
https://urn.fi/URN:NBN:fi:amk-202005046935
Tiivistelmä
Customer feedback is essential for businesses to understand the customer’s needs. It is the interaction between a customer and a business. Without customers there are no businesses, and therefore maintaining customer satisfaction is highly important. For customers, it’s not just about the product or service anymore, but it’s about the whole experience.
The thesis is commissioned with Sandro, which is a restaurant influenced by Moroccan and Middle eastern flavours. Sandro has now five opened restaurants. The objective of this thesis is to come up with efficient feedback systems for Sandro restaurants, and try one of the ideas in practise in Sandro Citykäytävä, which is the newest Sandro restaurant. The aim is to find already existing feedback systems, that can be easily used and tested.
The theoretical framework includes definitions of customer experience, customer feedback, customer satisfaction and Net Promoter Score. The theory explains the importance of customer experience and managing customer experience, customer feedback’s relevancy and what are good customer feedback gathering methods, and how to maintain customer satisfaction. The research part of the thesis is done by using both qualitative and quantitative methods. Observation was used as a qualitative and quantitative method and a questionnaire for employees as a quantitative method. Observing the Sandro restaurants and sending out the questionnaire was done before the writing part of the thesis, due to the commissionaire’s schedule.
As a result, the authors came up with multiple feedback system gathering methods and picked the best ones for Sandro Citykäytävä. The chosen methods are posters for restrooms and entrances, and business cards. Both include a QR code (a quick response code), and a link to a customer feedback form and the social media account names. The posters mention a -10% discount when giving feedback as a motivation for giving feedback. Based on the research the authors believe that the product would work and raise awareness of giving feedback in Sandro restaurants and in other restaurants with similar resources.
The thesis is commissioned with Sandro, which is a restaurant influenced by Moroccan and Middle eastern flavours. Sandro has now five opened restaurants. The objective of this thesis is to come up with efficient feedback systems for Sandro restaurants, and try one of the ideas in practise in Sandro Citykäytävä, which is the newest Sandro restaurant. The aim is to find already existing feedback systems, that can be easily used and tested.
The theoretical framework includes definitions of customer experience, customer feedback, customer satisfaction and Net Promoter Score. The theory explains the importance of customer experience and managing customer experience, customer feedback’s relevancy and what are good customer feedback gathering methods, and how to maintain customer satisfaction. The research part of the thesis is done by using both qualitative and quantitative methods. Observation was used as a qualitative and quantitative method and a questionnaire for employees as a quantitative method. Observing the Sandro restaurants and sending out the questionnaire was done before the writing part of the thesis, due to the commissionaire’s schedule.
As a result, the authors came up with multiple feedback system gathering methods and picked the best ones for Sandro Citykäytävä. The chosen methods are posters for restrooms and entrances, and business cards. Both include a QR code (a quick response code), and a link to a customer feedback form and the social media account names. The posters mention a -10% discount when giving feedback as a motivation for giving feedback. Based on the research the authors believe that the product would work and raise awareness of giving feedback in Sandro restaurants and in other restaurants with similar resources.