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Ovation launches 2-question survey to 'pinpoint operational issues'

Ovation launches 2-question survey to 'pinpoint operational issues'Provided

Ovation, a restaurant guest feedback platform, has created a reporting tool — Insights — to help operators understand and use the massive amount of customer feedback received online as well as through private Ovation conversations. At a glance, they see a summary of their strengths and weaknesses but may take a step further into specific reviews, day-part trends and location-specific data, said Derek Morgan, head of product at Ovation.

"Through feedback classification techniques, we can identify the main drivers that are contributing to a brand's customer satisfaction broken down by shift, store, region, etc. — giving them the ability to fix problems at the root and identify trends before they become issues," he said in a company press release.

What sets Insights apart in the feedback space is the ratio of survey length to data granularity as it provides data in over 30 categories and subcategories ranging from order accuracy to the temperature of food — all stemming from a two-question survey that starts by simply asking, "How was your experience?"

It's all the answers — without all the questions, said Zack Oates, CEO of Ovation.

"Historically, restaurants have relied on online reviews, which data shows is an inaccurate portrayal of specific issues or long annoying surveys," he said in the press release. "Using public and Ovation data, now restaurants have the visibility to know exactly what is going on across all their locations. It takes the guesswork and guest work out of the process of finding out where the specific issues are to be addressed immediately."

Adam Elpayaa, the owner of Pizza Payaa, has already seen positive results with Insights.

"The new Insights feature makes our data more valuable and actionable," he said in the release. "We can pinpoint operational issues and address them without any guesswork. Highly recommend it!"

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