How can we improve customer satisfaction in the foodservice industry?

With its bland dishes and uninviting service, contract catering sometimes has a bad reputation. However, it is possible to offer your guests a memorable culinary experience if you follow a few tips and tricks, which we reveal below. From understanding consumer expectations, to attentive service, to the use of technology, get ready to improve customer satisfaction in the foodservice industry and offer them an experience they won't soon forget. 

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7 tips to improve guest satisfaction in foodservice

1. Understand guests' expectations and feelings

Before doing anything to improve your customers' satisfaction, it's essential to understand their expectations. What are your guests looking for? What do they expect from a catered meal? Is it the variety of dishes, the quality of ingredients, or perhaps simply fast, efficient service? The best way to find out is to ask! To do this, you'll need to organize surveys, focus groups or e-mail satisfaction questionnaires to gather feedback from diners and identify priority areas for improvement. Some restaurants have opted for satisfaction terminals installed directly in their establishments, enabling customers to give their opinion in complete simplicity. 

The feedback your customers leave online, on platforms such as Google, Yelp or TripAdvisor, will also help you identify your strengths and areas for improvement. Don't hesitate to encourage them to give their opinion, and make sure you take their suggestions into account. Whether it's the choice of dishes, the quality of ingredients or the service, every comment counts and can contribute to improving the overall experience of your guests.

Final recommendation: to find out whether your efforts are paying off, remember to survey your customers regularly. 

2. Improving menu diversity and quality

It's time to take action. One of the most effective ways to improve guest satisfaction and seduce their taste buds is to diversify the menu on offer, while ensuring a balanced diet. Nobody wants to eat the same thing every day! Introduce them to new flavors, mix vegetarian and vegan dishes with traditional cuisine on the same menu, and you'll meet your customers' needs and preferences. 

To satisfy as many of them as possible, we also recommend keeping abreast of culinary trends and incorporating them into your menus. Why not organize themed events to highlight these new trends and stimulate your guests' appetites? As well as offering a variety of tasty dishes, think about the origin of ingredients. Give preference to local and seasonal products, favoring short circuits. By doing so, you : 

• support local farmers,
• reduce your carbon footprint linked to food transport,
• guarantee product freshness and quality,
• adapt to current consumer expectations. 

3. Train staff 

The human factor has a major impact on your customers' experience and satisfaction. To ensure that your staff live up to your service standards, they need to be trained and given the opportunity to develop their skills throughout their career. It's also crucial to keep employees motivated. To encourage them to give their best, you can : 

• Show your appreciation by congratulating them,
• Reward them financially,
• Move them up the hierarchy or give them more responsibility,
• Create a pleasant team atmosphere and a good corporate culture,
• Etc. 

The more competent and attentive employees are to guests' needs, the more welcome and satisfied they will feel with their foodservice experience. 

Employees must also ensure clear and transparent communication with customers. Customers must be informed, via the front-of-house team or other means of communication, of the menus on offer, opening times and any changes.

👉 To find out more : the 3 compulsory training courses for the catering industry

4. Careful service in catering

In addition to proper training, it's important to continually improve service in the foodservice industry. The best strategy is to identify friction points in the service process and seek solutions to put an end to them. Whether it's reducing waiting times, improving the layout of spaces or reinforcing staff attentiveness and responsiveness, every little adjustment contributes to making the guest experience more pleasant and satisfying.

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5. Strengthening the role of technology 

In an increasingly connected world, technology offers a host of opportunities to enhance the dining experience. Take, for example, order management and centralization systems. These optimize kitchen operations while guaranteeing the availability of customers' favorite dishes. Certain operational and administrative tasks, such as inventory management, menu planning, scheduling and data collection, can also be automated thanks to digital technology. The result? Staff can concentrate more on customer service, the risk of errors is reduced and service is considerably smoother. In short, a more pleasant customer experience. 

💡Have you considered a flatbed scan to reduce waiting times?

A 3s changeover time is now possible with IA Scan. This tray scan with artificial intelligence will considerably increase guest satisfaction by dividing the passage time by 3!

To find out how technology can boost your customer satisfaction, get in touch with one of our experts! 

👉 To find out more: How IA Scan works: tray scanning with artificial intelligence from Innovorder

6. Minimizing the environmental footprint of foodservice operations

As consumers become increasingly concerned about the environmental impact of their food, the promotion of sustainable practices and environmental commitment in catering have become imperative. Reducing waste and choosing responsible sources of raw materials are therefore actions you should prioritize to minimize your establishment's ecological footprint. 

By limiting food waste through measures such as composting organic waste and reusing leftovers, you'll be demonstrating your commitment in concrete terms. By offering meals prepared with local, fresh and sustainable ingredients, your chain will be able to meet the expectations of consumers looking for a more eco-responsible diet while preserving the environment.

The Egalim law, which imposes obligations on catering establishments to sort and recycle food waste, will encourage you to rethink your practices and adopt innovative solutions to limit losses. 

👉 F urther information: Contract catering: the organic and local trend

7. Managing costs without compromising quality

Maintaining the quality of the meals served, while keeping costs under control, is a challenge faced by every catering professional. To achieve this balance, effective purchasing and inventory management are essential. By carefully monitoring stock levels and negotiating with suppliers, you can reduce costs without compromising the quality of the ingredients required to produce your menu. 

Before investing in a solution designed to improve customer satisfaction, take the time to rigorously analyze the costs and benefits. How much will it cost? What will be the long-term impact? What is the risk-benefit ratio? These are all questions you need to ask yourself to make informed decisions and maximize your resources. 

In foodservice, the aim is not only to meet the dietary needs of your guests, but also to offer them a pleasant culinary experience. By using technology, using quality ingredients and focusing on impeccable customer service, you're sure to improve customer satisfaction. 

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Innovorder is the leader in digital solutions for commercial and institutional catering. Our team supports restaurateurs in their digital transformation with an all-in-one solution (tray scanning with artificial intelligence, kiosk, online ordering, etc.).