Second-generation Web comment pages at the website of 52-unit Tumbleweed Southwest Grill of Louisville, Ky., www.TellTumbleweed.com , which management said has netted more than 6,000 customer exchanges since January 2007.
Mass electronic-survey results passed onto operators, including O’Leary of Chas & Chas, by providers of ancillary restaurant technology services. Notable among such service providers is the OpenTable.com online-reservations support group of San Francisco that earlier this year added a diner-feedback tool that already reportedly records more than 200,000 responses monthly.
The chain previously used a mystery-shopping service, but management wanted more reports per store and viewed guest self-surveys to be a more cost-effective way to reach that target.
“Right now, we’re getting about 60,000 customers a month telling us what they think of our services and products,” Kenney said
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