News

Company launches mobile feedback platform

May 16, 2016

Original Review, a customer insight solutions company, has launched its OR Customer Insight Platform, to help restaurants track real-time feedback and collect external reviews, according to a company press release.

The OR Customer Insight Platform uses a short survey to gather real-time feedback from customers while they are in the restaurant. According to Frederick Lightbourn, co-founder and chief customer officer, the OR Customer Insight Platform consists of three key elements:

1. Tablet with customer survey
When the bill is presented at the end of the meal, diners are presented with a restaurant-branded Kindle tablet and asked to answer four short questions. At the end of the survey, diners can opt to share their contact information for future promotions and post their review to Original Review’s external consumer site, OriginalReview.com. All survey responses feed immediately into an internal operations dashboard for real-time restaurant management.

2. Internal operations dashboard
The internal operations dashboard provides restaurant management and staff immediate feedback on food, service, ambiance and a diner’s overall restaurant experience. The dashboard includes alerts that can be preset by owners and managers so that flagged issues, like a rating of less than three stars, can be addressed immediately, often while the diner is still in the restaurant.

3. Consumer review site
OriginalReview.com posts reviews from within the restaurant, so consumers can be confident that the reviews they see are real and "straight from the table." No reviews can be posted from outside the restaurant, eliminating concerns of fraud around review sites.

"Original Review will change the way the restaurant owners and managers view their business, and our solution provides them with an easy-to-use tool for increasing revenues and customer engagement almost immediately," Lightbourn said. "Since I started piloting OR in my own restaurant, I am seeing upticks in service, positive customer engagement and number of reviews."