Customer Experience in Restaurants
Are your customers hungry for your restaurant?
Customer Experience in Restaurants
Are your customers hungry for your restaurant?
The rapid evolution of consumption habits and the variety of available offers profoundly influence the restaurant industry.
Our 360° approach to customer, employee, and brand experience helps optimize your operations and establish a consumer-oriented corporate culture.
Regardless of your target audience or the type of cuisine you offer, ensure that your customers enjoy their experience, your employees become ambassadors for your brand, your brand image is strong, and your local information is visible where it matters.
Mystery shopper Real Consumer
Whether to optimize your customer journeys, evaluate the application of your restaurant standards, or for your external services (delivery, drive-thru, or takeout counter), our solutions help guide your employees on the most important elements to ensure consistency in your performanceacross your network. Our programs can also be used for competitive monitoring and provide you with high-value strategic information, such as competitor prices and menus.
Continuous Survey – Voice of Customer
Supported by our Hexia platform, our continuous survey programs allow you to capture real-time customer satisfaction, whether for in-restaurant experiences or your external services. You can track key customer experience indicators, including satisfaction at each service stage and Net Promoter Score (NPS). In addition to improving your online reviews by encouraging promoters to voice their opinions, this solution allows you to proactively engage with dissatisfied customers.
Hexia.local
With our Hexia platform, strengthen your local presence and reputation by optimizing the management of your business information on numerous online directories as well as managing your online reviews and comments. Save hours of management by pushing your business changes to multiple directories directly through our platform, as well as by creating response templates and automated responses to reviews.
Even More Restaurant Solutions
Discover how Lanla and its customer, employee, and brand experience solutions can contribute to restaurant success.
Positioning and NPS Surveys
By combining our panel of respondents with your customer lists, we will be able to measure your visibility, the perception of your brand image, as well as the consumption habits and motivations of your loyal, non-loyal, and potential customers. You will also be able to clearly position the customer experience of your restaurants against each of your competitors, identify change drivers, and implement effective action plans to propel your brand to the top!
Employee Engagement Survey
Our employee engagement surveys are designed to identify the obstacles that hinder the mobilization of your teams, whether it be headquarters resources, kitchen staff, or service teams (hosts, servers, maintenance, etc.). These annual surveys allow you to obtain a diagnosis of satisfaction on the major pillars of the employee experience to identify change levers and implement concrete action plans that will mobilize and retain your staff.
Conferences and Training Workshops
Use the results of your customer, employee, and brand experience measurement programs to train your restaurant employees and managers on the most important aspects for your customers. Our personalized approach allows you to adapt conferences and training sessions according to your priorities and strategic directions. Topics that can be addressed are numerous: customer experience, employee mobilization, consumer expectations,…
Data Analysis and Valorization
Thanks to our personalized approach, our team of experts can precisely target your goals and analysis needs for your restaurants to push the results to another level. Our customizable deliverables are aimed at key headquarters resources and territory managers to maximize your results and transform your data into operational, strategic, and marketing assets. By identifying the most impactful levers, you will be able to focus your resources on the operational elements that have the most impact on consumers, both at reception, in the kitchen, and for service.
POS displays, brand identity, communication tools, and digital marketing
Whether to review your brand identity, develop a unique signature that reflects the foundations of your restaurant, or increase the visibility and notoriety of your brand, the Lanla team is here to assist you. We are also experts in distinguishing your brand and products in grocery stores through our point-of-sale advertising (POS), packaging, kiosks, etc. Contact us, the possibilities are endless!
FAQ
How can you measure restaurant customer satisfaction?
To measure restaurant customer satisfaction, collect feedback after the experience and distinguish each stage of service: arrival, wait time, meal, payment and departure. A Voice of Customer survey helps track these perceptions over time for dine-in, takeout and delivery experiences. Open-ended comments help explain the scores. Compare similar experiences and review results by location and time period to identify pain points.
Why does the restaurant experience vary between visits?
The restaurant experience can vary depending on how busy it is, which teams are working and how the kitchen and dining room coordinate. Instructions that are understood or applied differently can also create gaps. Consistency means delivering an experience that meets expectations associated with the brand, from one visit to the next, across restaurants and through different services, such as dine-in and delivery. Mystery shopper evaluations and customer feedback help identify these gaps. Repeated measurements over time help distinguish an isolated incident from a recurring issue.
In this CX Minute, Christian Watier explains how to measure consistency across visits, restaurant locations and different services.
What they say about us.
« Lanla’s products are powerful operational tools widely used by our network focused on improving their customer experience. Regarding the customer experience, comprehensive and well structured analytical reports help define our strategic plan as well as our ongoing action plans. The Hexia mobile app is highly appreciated by our administrators by facilitating how they manage the detractors. I strongly recommend them! »
Director of Marketing and International Communication / Director of R&D for a Canadian restaurant chain.
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Ontario: 905-420 5952
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