Importance of Customer satisfaction in the Restaurant Industry


A survey of customer satisfaction gives you an insight into the attitudes and opinions of the customers. You will get to know what they want, what they expect, whether they will return to your restaurant or not and if they will tell others. If the result shows that your restaurant doesn’t fulfil customers’ expectations, you will get to know that at what area to target for improvement.

According to the National Restaurant Association, most of the successful restaurants flourish because of a loyal customer base. A Restaurant consists of a group of people that are linked to one another and there is only single objective that is to satisfy the customers. If your customers are satisfied, it will increase the restaurant’s profit. So it is important to satisfy your customers by providing different rewards.

There are 3 types of customers. The customers who come once or twice and never again. Second, the customers who come every now and then, but not often at all. Then there are customers who are regulars. The staff recognizes these people as they come often. These types of people are very important for your restaurants’ success.

By gauging restaurant customer satisfaction survey you will get to know what guests think about:

  • Menu selection
  • Food quality
  • Waiting times
  • Menu pricing and value
  • Professionalism and friendliness of servers
  • Promptness of service
  • Décor
  • Server’s knowledge of menu
  • Overall restaurant experience
  • Restaurant location

By assessing the needs and wants of the customers and acting upon them, the restaurants have found that this survey improves key restaurant metrics like increased spend per visit, increased recommendations, and repeat business.

  1. Communication with the customers

It is very important to have direct communication with the customers. If it is conducted properly, it can be the best advertising for the business. On the other hand, customer dissatisfaction and poor communication can lead to negative consequences. However, recognizing customer needs and fulfilling them through quality services will lead to greater customer satisfaction.

  1. Get to know your customers


Generally, customers’ expectations originate from:

  • Personal value systems
  • Their habits
  • Momentary moods
  • Value system, culture and social status
  • Attitudes towards the culture they are visiting


Customers have different needs:

  • Satisfaction with accommodation
  • Changing their surroundings
  • Seeing natural beauties
  • Good food and drink
  • Having experiences they will remember
  • Pleasant and peaceful rest and sleep


Providing high-quality customer services includes:

  • Ability to communicate in many languages
  • Recognizing their expectations
  • Being open, smiling, very polite and in a god mood
  • Excellent knowledge of everything the location has to offer
  • Knowledge of the culture customers come from
  • Acceptance and understanding of specific characteristics


  1. Online reviews

The big bonus to using customer feedback surveys at the restaurants is the ability to reduce online negative reviews on social media and websites. So try to get customers reviews on a tablet survey to express their frustration before they leave so it will be less likely to blast you publicly online.

  1. Increase sales with incentives

According to the research, if you offer discounts or coupon as an incentive to complete an in-person survey, you will get more customers to participate. So your restaurant can use the surveys to introduce a loyalty program like a coupon to make sure repeat purchases.

  1. Get honest feedback

If you ask the customers that how did you like the meal or how your experience was, you will not get an honest answer that you need to grow your business. As customers often don’t complain, if the cashier is rude or the meal is just drowning in oil. So try to get a brief survey on their way out. The customers will give you a negative feedback as their experience is still fresh. You should learn how to embrace negative feedback. This can be a very powerful tool to make the necessary changes.

  1. Collect customer details

While collecting customers’ feedback about the food and operations, quality of the service, also take customers email address for further marketing promotions. In the brief five question survey, one final question can be ‘Please enter the email address to get promotional offers and discounts.’

  1. Monitor quality

The only way to outdo the competitors is to find all the flaws in your business and solve them. Some flaws are not only staff or management. May be you have a sharp team, but there are things that only customers will notice. So, try to know those things from the customers in surveys.

It is important to acknowledge the positive as well as negative feedbacks. You can just send a message thanking the customer for positive feedback and for the negative feedback it is important to notify the customer that what steps have been taken. Just make sure you don’t lose a customer. Many restaurants spend funds and effort to get new customers rather than retaining the existing one.