“We benefit a lot from it,” said Chris Paraskevaides, general manager for Be Our Guest. “In this business, when 95 percent of the people don’t complain, [unhappy customers] don’t come back. This gives us an opportunity to formally apologize by mail and retain a guest.”
http://www.dmnews.com/NY-Restaurants-Get-Feedback-With-Response-Cards/article/58474/
