QSR outlets, here’s how to improve your customer experience
In the fast-paced environment of a Quick Service Restaurant (QSR) outlet or takeaway, time is paramount. Orders are prepped as quickly as possible to get meals out the door and onto the tables of hungry customers – and without careful attention, it’s all too easy for order accuracy to fall by the wayside in the rush. The trouble is that it can spell disaster for reviews and repeat business alike. So, how can your business ensure that orders leave the building with everything present and correct, helping to create a great customer experience?
Why your orders need to be accurate
As we’ve noted before, online customer reviews hold a lot of sway in the world of food delivery – and even more so since the advent of aggregator delivery sites such as Just Eat, Uber Eats and Deliveroo, which also display feedback from previous customers.
What’s more, first impressions count: stats show that 40% of new takeaway customers won’t order from you again if their order was incorrect. It’s little wonder, as there’s nothing more annoying than when, hungry and pushed for time, you’re delivered a burger that you can’t eat because it’s shrouded in regular cheese instead of a dairy-free version. It only takes one bad experience like this to be put off and choose a different business next time.
In other words, that forgotten side or wrong type of sauce could end up costing your bottom line a whole lot more than the cost of refunding those specific items. It’s clear that a great customer experience is paramount for repeat business in the QSR sector, and that accurate orders are central to that, so what can be done?
How to send out accurate orders
Good staff training is important here, but let’s assume that your staff are well-trained and know the ins and outs of your menu already. If you’re finding inaccurate orders slipping through the net, we’ve developed a clever piece of technology to help.
At the click of a button, intrasurv instantly captures an image of the assembled items in an order alongside a high-resolution image of the till receipt. It then uses AI to work out whether there’s anything incorrect or missing, allowing staff to rectify any inaccuracies before the order gets anywhere near a delivery driver, let alone a customer.
And there’s an added bonus: when staff know that each order is being scrutinised in this way, they work more accurately in the first place. It’s a win-win! With intrasurv, you’ll also have a visual record of the order sitting alongside proof of what was ordered. So if customers try to pull any fraudulent refund stunts, you’ve got the evidence you need to contest it with the aggregator site.
Get a free demo today
Whether you’re an independent restaurant that does delivery, a dedicated takeaway business or a huge chain of QSR outlets, order accuracy is critical to a good customer experience. Not only does an accurate order minimise the likelihood of refunds being requested, but it also increases the chances of a good review, customers returning and word-of-mouth referrals.
Fancy a demo so you can see how intrasurv could transform your order accuracy? Get in touch today on 01749 600 600 or send us a message using the link below: