- Introduction
- Enabling Surveys
- Survey Delivery Method
- Workflow
- Email & SMS Content
- Survey Form
- Survey Expiry
- Survey Subscribe/ Unsubscribe
- Survey Results on INSIGHT
- Frequently Asked Questions (FAQs)
1. Introduction
Customer feedback is information provided by diners about how satisfied they are with various aspects of your restaurant like food, ambiance, service quality, etc.
We at TableCheck, understand that this feedback is extremely valuable to you and is a crucial factor that determines your restaurant’s performance. Hence, we have introduced the “Survey” feature that will make your customers feel that you value their comments, understand their feedback, and it also gives you the opportunity to provide even better services to your clients.
The article covers:
- How to enable Surveys
- Methods to send the Surveys
- Conditions under which the Surveys are sent
- Content of the Survey
- Survey Dashboard on INSIGHT
2. Enabling Surveys
Your Account Manager needs to enable Surveys in the Master Settings as Surveys is an Admin only setting. Please get in touch with your Account Manager/ Support Team at global-support@tablecheck.com if you want to use this feature.
3. Survey Delivery Method
There are 3 modes through which the surveys can be sent to the diners.
1. SMS or Email
- If a diner has only Mobile Number (no Email ID), the survey will be sent to the mobile number via SMS.
- If a diner has only an Email ID, the survey will be sent via email to that Email ID.
- If a diner has both, the survey will be sent to the Mobile Number via SMS. (SMS takes priority over email.)
2. SMS only
- If a diner has only a Mobile Number, the survey will be sent to the mobile number via SMS.
- If a diner has only an Email ID, the survey will NOT be sent to the diner at all.
- If a diner has both, the survey will be sent to the Mobile Number via SMS. (SMS takes priority over email.)
3. Email only
- If a diner has only Mobile Number, the survey will NOT be sent to the diner at all.
- If a diner has only an Email ID, the survey will be sent via email to that Email ID.
- If a diner has both, the survey will be sent via email to that Email ID.
4. Workflow
When Survey is enabled, TableCheck sends a Survey Form via SMS or Email to all diners who had made reservations through the TableCheck online booking page.
The conditions under which the Survey is sent to diners are as follows:
- The diner made a reservation through the TableCheck page.
- The diner dined at the restaurant anytime during the previous day.
The Surveys are sent out starting at 10AM local time.
5. Email & SMS Content
a. Email
b. SMS
6. Survey Form
The Survey form consists of 4 questions as shown below. All the questions are mandatory.
a. Survey Form/ Screens on Desktop
b. Survey Form/ Screens on Desktop
7. Survey Expiry
The survey form expires only when the diner has already submitted the form. Below screen is displayed if the diner clicks on an already answered Survey form.
8. Survey Subscribe/ Unsubscribe
Subscription & cancellation of subscription are based on Mobile Number & Email ID.
- If a diner who receives survey via SMS unsubscribes, he/ she will not receive the form again from any outlet in the franchise as long as the same mobile number is used.
- If a diner who received survey via email unsubscribes, he/ she will not receive the form again from any outlet in the franchise as long as the same Email ID is used.
A diner can unsubscribe via the below screens.
a. Desktop
Before filling the Survey Form
After filling the Survey Form
On clicking Unsubscribe button the following page is displayed.
The diner can click Subscribe again and the following screen will be displayed.
b. Mobile
Before filling the Survey Form After filling the Survey Form
The below screens will be displayed once the diner has clicked Unsubscribe.
.
The diner can click Subscribe again and the following screen will be displayed.
9. Survey Results on INSIGHT
The survey responses and their analytics are shown on the Survey Dashboard on Insight. The information is reflected in almost real-time (sometimes, there might be a time lag of a few minutes).
10. Frequently Asked Questions (FAQs)
Q. Is Survey sent for reservations from all channels/ sources?
A. The survey is sent to only those customers who had made the reservations via TableCheck online booking page. It is NOT sent to customers who booked via phone, or any other 3rd party booking website.
Q. If the Survey is sent via SMS, is it charged?
A. Yes, survey sent via SMS is charged at the standard SMS price for your outlet based on your country. Please get in touch with your Account Manager if you aren’t aware of the standard SMS charge.
Q. Can the questions on the Survey Form be customized?
A. Yes, question types, question text, and other survey settings can be customized (2024 update).
Q. Can the Survey Delivery method (SMS & Email) be modified per customer?
A. The survey delivery method is based only on the Shop Settings as per Point 3 above, it cannot be customized based on diners.
Q. Is it possible to see individual responses of customers?
A. It is not possible to see individual responses, you can however see aggregated responses on the Analytics Platform TableCheck Insight. Please find more details here or contact Support team at global-support@tablecheck.com
Q. Do I need to sign up for Insight to see Survey Dashboard on it?
A. Survey Dashboard is a part of free version of Insight, hence you do not need to specially sign up for it. You can simply log in to Insight to view the survey results.
Q. Is there a way to see which customers have subscribed to & unsubscribed from the survey? Will we get a notification when a diner unsubscribes from the survey?
A. At the moment, there is no way to see which customers have subscribed to or unsubscribed from the survey, however this feature will be available in future. You will not receive any notification when a diner unsubscribes from the survey.