http://www.rimag.com/article/CA6634984.html
Just as there are multiple forms of expression, there should be multiple ways in which guests can reach out to restaurants. For many operators, this means allowing for a combination of comment cards, online feedback forms, phone calls, letters and personal conversations.
At Ivar’s Mukilteo Landing, general manager Michelle Dobaran uses a variety of data-collection points for customer feedback. Her staff is trained to gather feedback holistically by talking with guests in the restaurant’s dining room. Guests can send comments through Ivar’s Web site via a Web-based tool that is managed by a third party. And when a table receives its check at the end of a meal, guests also receive a paper comment card.
“I’m constantly amazed on how many people take the comment card with them when they leave, then spend the 42 cents to mail it back,” says Doboran, adding that she receives about 50 comment cards a day.
