Guest Recovery
Win Back Guests and De-Escalate Customer Issues
Get ahead of issues before they become bigger problems to protect your online reputation and drive traffic and sales.
Guest Recovery for Restaurants
Turn Problems into Profit
-
Real-Time: Identify and manage guest issues before complaints go public.
-
Win-Back: Respond instantly with tailored offers to win back unhappy customers.
-
Turn-Around: Increase retention and loyalty, turning dissatisfaction into advocacy.
Importance of Guest Recovery
Why Guest Recovery is ESSENTIAL for Restaurant Brands
-
Most guests do not return to a restaurant after the first time they visit.
-
Unhappy guests may even go far as leaving a negative review, impacting online reputation.
-
Guest retention is a major missed opportunity for restaurateurs.
ROI of Guest Recovery
Guests who Have Poor Experiences Leave Reviews. Find Out How Much Your Average Star Rating Costs You.
Power of Guest Recovery
The Service Recovery Opportunity
While many guests won’t speak up, those that share their negative experiences offer a phenomenal opportunity for brands to create a positive impression and fix prevailing systemic issues.
Regardless of whether it’s via an online review or survey submission, responding to a customer complaint typically delivers a massive 59 point NPS uplift according to Harvard Business Review. And the quicker the response, the bigger the upside.
Great responses to poor experiences are proven guest retention drivers.
How to Improve Guest Recovery
Convert Complainers to Fans
Organized, Action-Oriented Guest Recovery
-
Real-Time Alerts for customer complaints and issues.
-
Case Management within a single easy-to-use interface.
Respond Pro-Actively and Decisively
-
Respond Immediately for maximum impact.
-
Win-Back Guests with proactive offers.
Action & Improve
-
Manage Efforts with resolution and response tracking.
-
Continuous Improvement that resolves the underlying service issues and improves experiences for all other guests.
Restaurant Guest Recovery and Response Platform
Explore Response Center
“With BBI, we are able to optimize every guest experience with greater confidence and speed than ever before.”
Rob Papps
CEO, Nando’s
“Our NPS has been steadily increasing. We’ve also seen our online reputation scores climbing and we have seen a direct link between NPS and sales growth.”
John Welsh
MD, Hickory’s Smokehouse
“Preserving and retaining our to-go guests are now huge parts of our business. This [BBI] data changes that and helps us get better.”
Hernan Mujica
CIO, Texas Roadhouse
“It was like someone had turned on the lights. Within two weeks we were seeing an uptick in our NPS and after a further two weeks, we were seeing higher sales growth.”
Chris Hill
CEO, New World Trading Company
“I’ve not come across a better system of gaining actionable guest feedback in the moment. [Restaurant managers] have a tool now that enables them to very specifically drill down on what they can do to improve the guest experience.”
Chris Westcott
CEO, Iron Hill Brewery & Restaurant
“We’ve seen remarkable growth in both our NPS and online reputation, which has risen by 1.5 stars, since working with BBI.”
Dean Wilson
Director, Olive Tree Brasserie
“BBI definitely gives you that power to make change. If you’re the kind of organization that is striving to be the very best then [BBI] gives you the information that you can act on.”
Richard Colclough
MD, Parogon Group
Guest Experience Management Platform for Restaurants
Response Center is a Key Pillar of a Bigger, Holistic Guest Experience Platform
Integrations
Connect with tools you already use to collect more and better feedback.
AI Sentiment Measurement
Surface and size difference-making strategy decisions fast.
Performance Intelligence
Fueling the AI Restaurant Command Center With Unrivaled Guest Experience Insights
Guest Recovery is a key part of our Guest Intelligence solution, built for guest experience management. This fuels our our AI Restaurant Command Center – Performance Intelligence – with key guest experience inputs that accelerate sales and traffic.
Know what’s working, what’s failing, and exactly what to do next.
Talk to us today!
Leave your contact details and we’ll get in touch to discuss how we can help.