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-   -   Feedback questionnaire for customers (http://www.bbq-brethren.com/forum/showthread.php?t=58456)

Prairie Smoke 03-16-2009 02:56 PM

Feedback questionnaire for customers
 
Iím going to be leaving feedback questionnaires at my 2009 catering events, (with the hostís permission). Iím wondering if anyone has done this and if you have some samples you can share. My goal is to find out what we can do to improve, and to uncover any problem areas in customersí minds that I might not know about otherwise. Weíve been catering for 3-4 years but 2009 is our first year of being really serious about it. Our functions in the past have been for people we know or through close referrals Ė in other words, groups from which negative feedback doesnít flow freely.
This year, I have 6 events booked so far, plus quite a few open quotes. This is all new events for people I donít know. Itís very important for me to get this feedback. I have high confidence in our abilities due to past experience / interactions, but it would be ignorant to think there isnít room to improve.
My plan Ė Iíll be leaving 3x5Ē postcards with some basic information about us and a huge invitation (ďHow did we do?Ē) to give us feedback. The card will contain a URL (section of my website) where they can fill in some pre-determined questions and leave all the comments they want. I think Iíll get a much higher response rate than asking them to fill out a piece of paper and mail it in.
The motivation for them to do so will be a prize Ė a BBQ dinner for 20 people at the end of the season.
One other thought is to have one questionnaire for my customers Ė the people who chose us in the first place, and a different one for their guests.
Ideas / suggestions??
Thanks!

Countryhb 03-16-2009 07:42 PM

I think it's a great idea, of course, what the fark do I know?! Just had a gig Saturday for a coworker's church group. She was telling me that they collect surveys from their guests, with the food service being one of the sections. She is the one responsible for tallying, so she's gonna pass on the results. What a great idea that never crossed my mind. I can't wait for some written feedback!

tony76248 03-17-2009 06:30 AM

If you do it take the comments with a grain of salt. On almost every occasion there will be folks who love your food and those that don't.

I think you are wasting your time offering a free dinner for 20 folks as a reward for filling out a questionaire. Either you got it or you don't......

I think I would just ask the hosts for feedback and see where you can improve, heck afterall they are the paying customer not a bunch of freeloader guests.... if you catch my drift?

Sounds like you are catering as a hobby or means of making some extra $ but this year you have a few more jobs than usual and you want to make it grow.

My thoughts are if you enjoy it as a hobby, don't mess with it, do it your way and have fun or it will not be worth doing. If you plan on doing this as a main business then.... talk to Marsha!

big brother smoke 03-17-2009 11:10 AM

I think feedback cards are hit and miss. I say this because it depends on what type of gig you are catering. If you are doing a wedding or other type of event where they are not just gathering to eat, it is not about feedback at that time for the guest or you. I find I get the best feedbcak by contacting the client after the event.

Here is more feedback: use bigger fonts/points when posting, most of us are getting older here :tongue::biggrin:

Divemaster 03-17-2009 03:02 PM

I normally contact the customer about a week afterword, once every thing has calmed down and they've spoken with guests....

I too would be wary of the responses on the cards...

MilitantSquatter 03-17-2009 08:43 PM

Not really for catering but this is a taster questionaire we put together for friends and family prior to us competing several years back..

A bit comical but may spark an idea or two..

BBQ Grail 03-17-2009 09:04 PM

Personally, I wouldn't waste my time with comment cards. I would ask my customer for feedback. Getting people to give you comments that mean something is hard. And they are at someone's party and taking the time isn't going to be a priority.

Once they leave the place they aren't going to remember to go to a website.

I think your best solution is getting your customer to provide feedback. If you are dead set on getting feedback ask the host/hostess for the names and phone numbers of a couple of their quests and call them on the phone.

fevoice 03-17-2009 10:18 PM

Comment cards are great if you own a restaurant - but at a catered event - nah!

Have lot's of brochures and biz cards for events guests to take home, though.


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