Why Aren’t Restaurants Doing NPS?
I was at a restaurant the other day and had a great experience. I immediately started thinking about Net Promoter Score. It’s amazing how often you rate businesses in your mind once you are aware of NPS (but that’s a topic for another day).
I thought to myself when I received the check for the meal , “Why aren’t restaurants doing NPS?” Restaurants have your attention when you pay the bill. Customers already have a pen in their hand. Surely there has to be something easier than calling an 800 number or scanning a QR code to give input about your experience. Then it hit me. Fantastic Fest! Fantastic Fest is a film festival held every year in Austin, Texas. Before each movie starts you get a small piece of paper, the size of a business card. The paper is is divided up and has 0–10 on it. You tear the paper across the rating you give the film and leave it with an attendant when the film ends. A low friction, easy way to give input.
So why not create a similar process for restaurants? It seems pretty easy to add some text to the end of a receipt. It should be easy to circle or tear an NPS score after you sign your bill. You’d have a great feedback loop. Whoever picks up the bill can immediately follow up with the customer if they got a bad rating? Here is a quick mock-up of NPS on a restaurant bill. Would you rate a restaurant if they added this easy form to the bottom of a receipt?
Originally published at lowbudgetcode.com on April 27, 2016.