Sometimes, customers leave a brand and seek services from a competitor due to service quality. Even if the quality of restaurant service is good, there are pain points invisible to the management that affect the customer base.
Identifying the pain points that a customer faces while making a buying decision in a restaurant will need proper service auditing. This is where a restaurant inspection service is hired. Most services offer SaaS-based digital platforms where an inspection checklist can be generated.
This checklist is created to design and map a customer’s journey on the restaurant floor and identify the pain points. Based on the outcomes, the pain points are located and new SOPs are implemented to eradicate them.
How to identify and avoid customer pain points?
A customer visits a restaurant for a hearty meal and memories. He can be alone, with friends or family. The ease of parking a vehicle, waiting, ordering food, ambiance, takeout, etc determine how a customer enjoys his visit. To understand the process, a restaurant brand maps the customer’s journey by using an inspection form. It has a list of parameters that appointed officials will look into and give their unbiased opinion.
Here is how this process can identify the pain points.
1. Selecting parameters
One of the crucial steps is to choose the parameters that might be the reason behind the pain points a customer faces. Even if the result is positive, one has to use a trial and error method to find them.
2. Creating a checklist
A checklist is then prepared based on the parameters of a part of a restaurant service. It can be related to takeout, dine-in, waiting, or any other service section. This checklist comprises clear questions that the appointed officials will answer during a visit to the restaurant locations.
This checklist will generate unbiased real-time data from the visit and will help create reports. All these operations are done by using an inspection software platform. The forms are designed and distributed digitally to the officials.
Critical analysis is done based on the data generated by the experience of the officials. They walk in customers’ shoes and map the journey to identify the pain points. Based on their experience, unbiased information is generated and a bird-eye view of the journey is plotted. This journey reveals the pain points a customer faces.
4. Generating new operating procedures
Based on the analytical report, new standard operating procedures (SOPs) are generated and implemented across all the service domains of a restaurant. These SOPs aim at removing the pain points and making the journey of a customer smoother.
This is how a restaurant identifies the pain points customer experiences while making a buying decision. The data-driven reports help the management design actionable insights and help focus on making restaurant services better. The more convenience you can add to the dining and takeout experience the better will be the brand image. In fact, customers will turn loyal and make repeated buying decisions.