Restaurant KPIs To Measure The Customer Experience Success

KPI Mastery

Restaurant KPIs To Measure The Customer Experience Success

Restaurant marketing kpis for customer satisfaction are essential. Satisfied customers are likely to spend more time in your restaurant, become long-term customers and share their positive experiences with other people. There are several KPIs that restaurants can use to measure customer satisfaction.

Overall customer satisfaction

Overall customer satisfaction measures how well a service or product meets the expectations of your customers. This information is gathered via surveys where your customers rate their satisfaction for a given experience on a scale of one to seven and only responses of five and above are positive scores. This means the percentage of customers that were somewhat satisfied to those that were very satisfied.

Online rating

Hearing what is being said about your business is one of the most effective ways to determine customer satisfaction. If your guests are sharing positive results on independent review sites such as social media and yelp then it is an indication that your restaurant is on the right track.

With both social media and online rating sites, the focus should be on tracking these reviews across multiple channels to identify important touchpoints in the journey of the customer that guests appreciate and areas that could be improved. You can measure your rating by monitoring sentiments from your customers to understand overall brand perception across multiple channels. This is done using a customer experience management platform that includes tools to detect patterns using AI and analyze text. You need the right tool for these KPIS for the restaurant business. With the right tool, online ratings are typically tracked by restaurant location to show specific issues.

Time per table turn and table turnover rate

If a customer waits for too long for a table then it will affect their satisfaction. It may also affect other things such as repeat visitors, customer retention and revenue. To quote wait times for your customers, and to avoid overbooking the dining room, time per table turn and table turnover are important KPIs you need to measure.

Understanding the average time per table turn of your restaurant at specific time of the day will help you estimate wait times for your guests. Giving accurate wait time quotes is essential to setting expectations for your customers and ensuring they do not leave unhappy.

Up-sell rate and average transaction size

The up-sell rate and average transaction size are great indicators of customer satisfaction because when customer experience is better, the customer is likely to spend more when he or she visits again. This could be through selecting more expensive menu items, coming with other guests, or being willing to buy upgrades or add-ons such as desserts, appetizers or featured cocktails.

Speed of service

This is one of the most important restaurant marketing kpis you need to measure. Knowing how quickly your customers are being served is crucial to identifying potential improvement areas. Slow services are a turnoff for customers and whilst they may be willing to forgive if it happens once, they will not be forgiving if it is an ongoing issue. Understanding your speed of service delivery enables you to identify if you need to train your employees or add more employees.

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