As a follow up to our recent blog post – Restaurant Guest Surveys – the New Trend? – we contacted both Outback Steakhouse and Chili’s Bar & Grill’s corporate office to see exactly what is done with the information received. In addition, we asked if a guest had a bad experience and you learned about it from the survey, was the customer contacted? Outback Steakhouse promptly replied to us. Here is their response:
“Thank you for contacting us. The survey results (including comments) are put into a report. The restaurants, regional managers, and home office all have access to these reports. Your name and information will not be on any of your comments unless you submit it with your comments. You will not be contacted unless you request to be contacted, which you will then need to include contact information.”
I was impressed with the timely and friendly response I received from Outback. Unfortunately, as a consumer, when a guest completes a survey indicating they had a bad experience at your restaurant, Outback could be viewed as uncaring by it’s policy of not responding unless directed to by the consumer. No where on the survey did it state that I would only be contacted regarding my survey or my experience if I wanted to.
Chili’s Bar & Grill gave this response.
Well, I think their non-response speaks volumes. Maybe this is why their parent company is trying to unload them from Macaroni Grill, On the Border, etc… This shows a complete lack of customer care or they are simply over their heads. You decide.
The moral of this story, if you ask for your customers feedback; listen to it and respond immediately if appropriate.