Food + Beverage

Restaurant Delivery + Catering Customer Experience

Restaurant delivery and catering is a fast-growing segment within the restaurant industry.  Many fast casual and bakery-cafe concepts have identified catering, delivery and on-site customer pick-up as an important secondary revenue stream.   Brands in this space are continually focused on how to remain relevant with today’s consumers while also addressing the competitive alternatives and the overall saturation of dining choices in many markets.  These forces call for clear, compelling differentiation.

Those restaurant delivery and catering brands performing well are strategically focused on the drivers of customer satisfaction, nurturing brand advocacy and offering a genuinely differentiated customer experience.

Restaurant Delivery + Catering Mystery Shopping

Mystery Shopping/Secret Shopping programs for delivery and catering concepts can identify several leading indicators that if gone unchecked, will have a measurable impact on customer satisfaction and revenue-related business performance.  Second To None’s customer experience solutions for catering and delivery brands methodically assess those aspects of the actual customer experience, that if appropriately managed, will most influence satisfaction, loyalty and sales.

Restaurant Delivery + Catering Voice of Customer

Restaurant delivery and catering brands can utilize voice of customer feedback survey programs to unlock key insights regarding customer perception of the brand. This can be impactful to the final Customer Experience program because it can direct adjustments for specific employee actions, programs or even products.

An optimally-designed voice of customer feedback survey program for a fine dining restaurant brand can help uncover:

  • Unit-Level customer sentiment
  • Likelihood of your customers to both return and recommend (and why)
  • Targeted opportunities for improving experience delivery and identifying associates deserving of rewards or recognition
  • Prioritized action planning at the location level.

Restaurant Delivery + Catering Compliance Audits

Operationally-focused compliance audits serve a crucial role in protecting brand equity, optimizing key elements of customer experience delivery and mitigating possible risk and liability factors.  Compliance audits for delivery and catering brands objectively assess highly important customer-facing elements, allowing you to answer these questions, among others:

Are employees following the protocols to which they have been trained?
Do our customers experience our brand, at home or their workplace,  in the manner we envision?
Do our delivery and catering interactions adhere to visual presentation, cleanliness and packaging standards?
Do our customers directly experience, observe or overhear interactions with our associates which are optimal?

Integrated or Stand-Alone Programs | Unified Reporting + Analytics

Second To None is differentiated in our ability to offer Operationally-based measurement solutions – Mystery Shopping and Compliance Audits – along with Customer-based solutions Voice of Customer feedback surveys – then unifying data streams into a robust, real-time and role-specific Analytics and Insights platform.

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