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Scottish catering and hospitality news in Scotland
Catering in Scotland magazine is published bi-monthly with in-depth features, views and news for the Scottish catering, hospitality and tourism industry. On this page we have the latest news to keep you constantly updated on the market. On the left hand side of the page you can search our archived news which is stored monthly.
Wednesday, September 30, 2009
Mystery Dining Company Launches Real Customer Scheme
The Mystery Dining Company (TMDC) has created a new feedback system which aims to generate high-volume reports from actual customers.TMDC's questionnaires help to determine customers' perceptions on elements such as service levels, food & drink quality, atmosphere and cleanliness standards. The information can then be used to identify where improvements or changes may be made.
According to founding director Sally Whelan, the service provides owners and operators with a useful insight into their businesses:
'Promoted at the point of purchase, the Real Customer Scheme's online questionnaire format is designed to both accumulate feedback as well as capture valuable profile and marketing data about the people you are serving,' she says. 'In most cases it encourages customers to interact directly via a company's own website.
'This approach of collating generic customer impressions and gauging how appealing the overall experience is for them gives operators a broad understanding of customer preferences and general areas where improvements can be made to enhance customer loyalty and increase spend-per-visit.'
The scheme, which is is currently on trial in a number of restaurant and pub groups, encourages customers to complete a survey through a range of means such as a discount vouchers or prize draws.
