The owner of the well-known sandwich bar chain FreshLine approached us with the desire to launch a customer feedback service in his establishments. Our company, together with FreshLine, implemented this idea in the form of an application that evaluates the quality of service. To achieve this goal, we analyzed the existing problems and drew up an action plan to improve the quality of service.
The tasks that the application was supposed to solve:
Service quality management – control of customer service, additional motivation of staff
Control over negative customer reviews – collecting negative reviews directly in the sandwich bar and working on them
Improving the quality of sandwich bar operations - solving emerging issues in real time
Building a loyal customer base
Analytics (collection and processing of statistical data)
Solution:
We have created an application that allows you to quickly receive customer feedback without letting negativity leak out onto the Internet.
Application functionality:
Collecting contact information
Possibility to leave video reviews
Statistics: sample per day/period, by addresses
Sending collected feedback by email
Editing survey questions
Monitoring the tablet's operating status (when it is turned off, a notification about this is sent to the server)
Transferring collected information to the server
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The 5Star Service application is an instant, unobtrusive collection of customer feedback at the exit of the establishment, after the service has been provided to the client. In addition to answers to pre-prepared questions, the client will be asked to enter a phone number for further contact with him - to clarify and eliminate the cause of the client's dissatisfaction.
The app is installed on a static tablet with a 10.1-inch screen diagonal, running on the Android 4.4 (Kit Kat) operating system. The tablet is framed in a varnished plywood frame, placed at eye level to the right of the exit from the sandwich bar in FreshLine and connected to the Internet via wireless communication. The power cable is white, not hidden in the wall, but visually invisible. You can leave a review using the touch screen, the tablet buttons are not available.
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How does 5Star Service work?
The tablet is synchronized with the server and the user's work account. Data is transferred to the server automatically, immediately after the client leaves a review. From the server, depending on the user's settings, the information is formed into a report and sent to the specified email address for further processing and analysis.
The application also works offline - first it saves the data and then automatically sends it to the server.
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Implementation process:
1 Installation
On December 10, 2015, a tablet with the 5Star Service application was installed in one of the sandwich bars of the FreshLine chain. The installation and setup of the device was carried out by the chain's employees: a power cable was connected to the device, the frame was attached to the wall, and wireless communication was set up.
2 The essence of the work
When leaving the sandwich bar, visitors are asked to answer one main question and five clarifying questions.
One main question: “Rate FreshLine today.”
And 5 clarifying ones:
rate the cleanliness
rate the speed of service
Rate the friendliness of the staff
rate the sandwich
rate the drink
You can rate the service by clicking on one of the five characteristic smileys, each of which corresponds to a rating: very bad, bad, normal, good, excellent. After answering the questions, visitors are asked to enter usa student mobile number lead their contact information - name and phone number, necessary for feedback in order to improve the service.
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3 Preliminary results
Despite the fact that such a service was first presented in the city of Kharkov and in the first days visitors were a little reluctant to leave reviews, the service still aroused interest among visitors - in the first five days about 100 reviews were received.
Solution of tasks 1-3: Personnel management and improvement of customer service quality
Thanks to a competent selection of questions and subsequent targeted work with each guest, the management of the FreshLine chain received data on the entire customer service process. Starting from the cleanliness of the premises and the friendliness of the staff, ending with the overall impression of the client from visiting the sandwich bar.
In essence, all three tasks set, namely: improving the quality of service, motivating customers and controlling existing negative reviews, are combined into one by “5Star Service” and helps to successfully solve it.
All data collected by "5Star Service" is processed by the FreshLine network. Each negative review is followed up with: mandatory review of video surveillance camera recordings, a phone call to the client thanking them for the review.
"5Star Service" helps the client to be heard, and the establishment that installed the tablet to become better, correct mistakes and become friends with the client.
An example of the "5Star Service" service in the FreshLine sandwich bar:
A customer leaves a negative review of the sandwich bar, answering questions about the quality of service with “bad” and “very bad”
Provides your phone number
The information is sent to the email of the responsible FreshLine employee.
The employee calls the specified number and receives feedback that the staff worked without protective gloves.
FreshLine quality control specialist contacts the video surveillance department and, indicating the time of leaving the review, asks to check the information received
The video surveillance department checks this information, and in this particular case reports that: the staff worked in gloves, this is clearly visible on the video recording, and the person who left the review did not even approach the cash register to place an order.
In this case, the staff actually used gloves in their work, and the motive of the person who left the review remained unknown. The device itself with the "5Star Service" application motivates the staff to work much better, faster, and more efficiently.
After all, the staff knows that the video recording records their every action, and if a complaint is received, the management will definitely double-check the complaint of the dissatisfied client.
