Action Plan for Responding To Reviews

Action Plan for Responding To Reviews

Customer service is the key to a successful business as when the customers are satisfied the stay loyal to you and even promote the business through recommendations.it is essential to always check on the customers feedback about your business so that you know on what to improve or change. The following is a step by step action plan on how to increase customer satisfaction in our restaurant. This document consists of analyses of the customer’s online feedback and rating of the restaurant. The graph shows the overall customers rating of the food, facilities and service which are out of 5.

Step 1

In the rating, one customer rated our burgers at three, and another customer did not like the newly introduced pizza and suggested we settle for burgers gave us a score of 1 because of the new item on the menu. This type of rating shows that the customers know the restaurant for good burgers and if the restaurant wants to have a good rating it should continue selling burgers and get rid of the new items on the menu.

Step 2

In the analysis, I will use the Delphi research method, which is a method of observing and analyzing people’s opinion on a subject. In this analysis, I will use a scale of 1-5 in measuring the responses. The method I will be using in this research is suitable since I am working with people’s comments and reviews which are their opinion about the restaurant.

Step 3

This table explains more about my coding system used in the measurement scale for the ratings.

Step 4

In the analysis, I applied the mean value to my quantitative data. The reason for choosing this was to get the overall feeling or rating that the restaurant has from the customers who reviewed the restaurant.  From the online review, the rating mean is at 2.7 Mean=40/15= 2.7. This shows that our restaurant is overall rated as fair from our scale, which is not good for business and something should be done. With changes and I would like to see the ratings change to 5.

Step 5

From the graph, the main issue of concern is the new item on the menu that is the pizza and the bathrooms. This is the crucial issues that I think should be solved at looked at as it will increase customer satisfaction.

From the graph, it is also evident that the customers are satisfied with the kid-friendly environment in our restaurant and the type of services that our waitress offered them.

Step 6

Get rid of the new items on the menu and bring back the old menu but make whatever is in that menu better than our competitors.

Employ enough staffs; get extra space and seats for the restaurant for fast and efficient services and customer comfortability.