Best Practices - Maximizing your ROI

Survey On The Spot provides your business the opportunity to capture feedback and build your email marketing list.  We have seen dramatic results when organizations use one or more of the tactics described below to increase participation by their customers.

What are the best practices to use Survey On The Spot to gather On-Site Insights (SM)?

Restaurants and other businesses have built Survey On The Spot into their "Steps of Service." Management discusses the need for feedback at staff meetings and stresse that it is vital to ask for feedback from each guest. In addition to capturing feedback, the service is frequently used to collect email addresses and other information in order to build email marketing lists. Restaurants frequently build the survey into the steps of service at the end of the meal, during the "Available Guest Time" while the server processes the credit card.

Available Guest Time

It's easy to gather On-Site Insights during "Available Guest Time" at the end of a meal. Using Available Guest Time while the server is processing payment, guests have time to complete a survey on an iPod touch or iPad provided by the restaurant. This increases the number of responses dramatically! Please contact us to learn more and discuss current implementations.

Restaurant Industry best practices include handing the survey to guests along with the guest check. During the “Available Guest Time” while your servers are processing the credit card your guests can complete the survey. The response level has been 10-20X the level when consumers are asked to take surveys on their own phones!

By building a question into your survey that asks if people want to join your email-marketing list may restaurants have received email addresses for between 20% and 60% of the surveys! The email addresses can automatically be sent to Constant Contact, Fishbowl, The Customer Connection and other email marketing list providers.

Survey On The Spot Survey Boards

A clever way to drastically increase participation

We suggest adding our Survey On The Spot "Survey Board" (below) as part of your steps of service.  Best practices we have learned from our clients in the restaurant industry are described below.  If you would like to discuss best practices for your industry please contact SURVEY ON THE SPOT's Customer Support desk at 888.330.7118 x 2 or email support@surveyonthespot.com

 Create you own Survey On The Spot "Survey Board"

 How to load and setup your - for iPhone, iPod touch and iPad with the Survey On The Spot App

Participation by guests requires management and staff focus

Obtaining feedback from your guests or customers still requires the focus of management and front line employees. When delivering iPods or iPads to your customers, they should arrive with the guest check. Servers should explain that service is a real focus of your business and that it would be great if they could take a moment to complete the survey on the iPod/iPad. The device should be clean and your survey should be started on the device. While the credit card or cash is being settled, your guest can easily complete the survey. Servers should present the iPod/iPad to all of their guests at the end of the meal

When running Survey On The Spot using customer's own smartphones, there is the need for some type of call to action. This can take the form of a table tent, check presenter insert, receipt message or even a small business card inviting customers to take your survey. Servers should ask their customers to participate in the survey and be able to explain how to take the survey on a smartphone. You may also want to provide a reward to your guests that participate using the reward feature in Survey On The Spot. Discounts for future visits are frequently used for this purpose. Another way to increase participation is to run contests for your staff like providing a reward to the servers that obtain the most surveys in a week.

Steps of Service to maximize the number of On-Site Insights (SM) using a Survey On The Spot "Survey Board"

The steps of service are as follows:

• The server prepares the guest check, inserts the check into a check presenter, and takes a Survey On The Spot "Survey Board" from the stack next to the register.
• The server hands the guest a Survey On The Spot "Survey Board" with your check presenter to the guest at the end of the meal.
• The guest reviews the check and hands the check presenter to the server with their credit card.
• While the server is processing the credit card the guest uses Available Guest Time (SM) to complete a short feedback survey
  • OPTION - Build your email marketing list
    If, like most businesses, you want to build your email marketing list, at the end of the survey you will offer the opportunity for your guests to provide contact information.  The contact information may be automatically sent to email marketing service providers, or is available for download in an Excel file (Pro plan required)
• The server returns with the credit card receipt, and collects the "Survey Board"
• The "Survey Board" is The response level has been 10-20X the level when consumers are asked to take surveys on their own phones! In over 30% of the responses consumers "sign-up" for a mailing list. The contact information can automatically be fed to mail list management services and is available in an Excel file.

Notes:

• In most restaurants, the quantity of "Survey Boards" is determined by the number of POS stations, excluding stations dedicated to take-out.
• The iPod touch devices are "securely" mounted on the "Survey Boards" with 3M VHB epoxy tape.  The minimizes, but does not eliminate, the opportunity for theft.  While it is near impossible to remove the device without damage, an unethical guest could take the board with them.  It's happened!  Not often, but we want you to recognize that this is the property of your business and must be protected as you would any other item that a guest may want to take.  Enough said!

Using an iPad as a "Kiosk"

An Apple iPod kiosk is a great way to capture feedback in the waiting area, bar, or other locations where you want to collect feedback.  We have seen some beautiful stands to secure an iPad and allow you to use the Survey On The Spot app in "kiosk" mode.

A) Here are some solutions that people use for an secure iPad based Survey On The Spot.

Olea Kiosks

This tabletop or floor mounted iPad bracket from Olea Kiosks allows you to securely gather On-Site Insights from your guests using Survey On The Spot on an iPad.

RAM-Mount

RAM-Mount has a unique locking solution that makes it easy to remove your iPad - the RAM flat surface mount for the Apple iPad. The RAM flat surface mount consists of a double socket arm mount with two 2.5" diameter round bases with the universal AMPS hole pattern. Rubber ball, socket technology dampens shock and vibration, as well as allows for almost infinite adjustment, perfect viewing angles.  It's made with High Strength Composite and Powder Coated Marine Grade Aluminum.  

For more information: RAM-B-138-AP8LU