FS-040 Ver 1.3( Aug 23)
3. Key Points
The Food Service supplier should:
- Collate the customer feedback data
- Summarise the responses
- Highlight the top responses by volume or importance
- Propose relevant solutions, initiatives or actions
- Seek CBRE / client approval to implement their recommendations
- Communicate back to the customers on the actions being taken, such as a simple process like – “You said, We did"
Customer Feedback Methods
In gathering customer feedback from you our process covers four (4) key elements:
2. Customer Feedback principles
Why is customer feedback important to our business?
What's the benefit of gathering customer feedback?
If we never ask for customer feedback, we'll never understand what drives customer satisfaction and what our customers need.
Customers help us understand where improvements are needed and help us align our workstreams with their required outcomes.
Your customer feedback is vital in ensuring that we deliver value and information that is current and relevant t this Playbook and its contents.
1. Overview and Introduction
Elevator Designation
4. Useful Links
ASK
REVIEW
ACT
FOLLOW UP
Customer provides questions and submits feedback through the feedback mechanism
We will review your questions and requests and assign responsibilities to internal or external persons
We will then complete your requests (where feasible) and provide further feedback to you on the outcomes
We will then complete a follow with you to ensure that you have obtained what you have requested, and where necessary provide further actions for additional improvements and updates
Click here to leave feedback
The above feedback form is the same as on the main Playbook Landing page. Once we receive your valued feedback we will review your questions and requests, complete them where feasible, and then follow up back with you on the outcomes.
Without your valued feedback we will be unable to improve the content of this Playbook for you.
Thank you for your support!
- Surveys
- Direct interaction on site
- Use of Interactive ordering apps
- Customer comment portals
- Survey Kiosks
- EPOS systems
- You Said We Did Initiatives
- Suggestion boxes
- Focus Groups
- Comment cards
Food Services
Customer Feedback
Transition
Page 1 of 2
Example Customer Feedback Activity Schedule
Activity
Medium
Location
Frequency
Timeline
Output
Customer Commend Cards
Comment Card
Staff Restaurants, Deli Bars or Coffee Bars
Daily
Report Monthly
Summarised in Management Reports
Summarised in Management Reports
Daily
Performance Management Survey Portal
Post-Hospitality Event
All Locations
Reported Monthly
Summarised in Management Reports
Monthly
Tablet Kiosk
Tablet Survey
Staff Restaurants, Delia Bars or Coffee Bars
Report Monthly
Summarised in Management Reports
Quarterly
Comment Cards
Cookie-for-your thoughts
Staff Restaurants, Delia Bars or Coffee Bars
Reported Quarterly
Display Outcomes
Daily
Noticeboards & Screens
Noticeboards & Screens
All Food Service Areas
Refresh Each Week
Report, Review and Recommend
Annually
Sharepoint Survey Portal
Full Annual CSAT Survey
Online-All Locations
Within three (3) weeks of Survey close
Report, Review and Recommend
Quarterly
Sharepoint Survey Portal
Quarterly mini-CSAT Survey
Online-All Locations
Within five (5) days of Survey close
Report, Review and Recommend
Bi-annually
In-person meetings
Focus Groups
Any
Q2+Q4
Report, Review and Recommend
Daily
All channels, in person or email
Complaint / Compliment
All Food Service Locations
Reported Monthly
Revised Priorities report
Bi-annually
Physical meetings
What's important?
All
By end Q1+Q3
Revised Priorities report
Annually
Physical meetings
How are we doing?
All
By end Q4
Food Services
Customer Feedback Activity Schedule
Transition
Page 2 of 2
1. Useful Links
FS-040 Ver 1.3( Aug 23)