Allen made the switch to Ovation’s SMS-based, 2-question surveys. These were snappy and simply asked, “How was your experience?”
He used Ovation’s integration with OpenTable to automatically send guests a survey over text, skyrocketing the amount of feedback he was getting.
Allen used Ovation’s real-time chat platform to interact with guests who didn’t love their experience and resolve their concerns. He asked happy guests to leave a 5-star review on Google or Yelp.
He also used Ovation’s robust reporting to understand how his team was doing on metrics like speed of service, friendliness, food presentation and more, and reviewed this data weekly.
“I would say we are getting about 5X the amount of feedback with Ovation than we did before.” – Allen Kou
Prelude started seeing volumes of surveys come in month due to it being so easy for guests to give feedback.
Reviews started pouring in, and their average online rating went from a 4.3 to a 4.5, a massive jump in the restaurant SEO space.
Suddenly, Allen could see how his restaurant was doing at a glance. He started setting goals and initiatives for his team, and saw more buy-in since those goals were data-based.
Most importantly to Allen, he and his managers could finally connect with guests. He could make issues in 2-clicks or simply say thank you to happy guests. He could take constructive feedback and make real change in his restaurant.
With Ovation, Prelude Kitchen & Bar was able to measure and deliver a better guest experience.