How to Use Your Restaurant Customers’ Feedback for Good with Ovation’s CEO
In this episode of my podcast, The Restaurant Prosperity Formula, I had the privilege of chatting with Zack Oates, founder and CEO of Ovation. Ovation is a cutting-edge guest experience platform that helps restaurants collect and act on customer feedback in real-time. Oates’s passion for helping restaurants thrive shines through, and his expertise in using data to drive guest satisfaction and retention is something every restaurant owner should hear. We explored how gathering actionable feedback can lead to better operations, happier guests and, ultimately, a healthier bottom line. Check out this podcast episode to hear it all!
During our discussion Oates shared why guest experience is the foundation of any successful restaurant. He highlighted how Ovation's two-question survey provides invaluable insights into what your customers are thinking, allowing operators to address issues before they escalate. For instance, instead of waiting for a negative review to show up online, you can use this data to intervene immediately, turning a potentially unhappy guest into a loyal customer. And the stats back it up: businesses using Ovation have doubled their retention rates and seen significant revenue growth, thanks to their ability to fix problems proactively.
Oates and I discussed how operators can track trends, set goals and motivate their teams to improve key areas like order accuracy or cleanliness. The data empowers you to make decisions that have a direct impact on your restaurant’s success.
As Oates put it, guest feedback is a leading indicator of your restaurant’s revenue. When guest satisfaction drops, sales follow a few months later. Conversely, consistently positive feedback can drive growth by keeping guests coming back more often and spending more on each visit. If you’re spending money on marketing to get new customers through the door, doesn’t it make sense to focus just as much effort on retaining the ones you already have?
If you’re a restaurant owner who values the guest experience and is ready to take action to improve your operations, tune into this conversation to learn how to improve your restaurant and the experiences your customers have.
Let’s keep working toward the success and freedom you deserve. Remember, success is about taking action. What will you do today to make your restaurant better?
Click the podcast player above to listen in, or you can watch the video on YouTube, click here to download the latest episode.
