There is a whole spectrum of metrics that a restaurant can use to gage their success like number of covers per night, profit margins, positive reviews. But perhaps no factor is more fundamental to the longevity of a restaurant than customer health and managers who don't have access to this data are flying blind.
Former Supreme Court justice Louis Brandeis said that
"sunlight is the best disinfectant," or said differently, what gets measured gets improved.
Wisely allows all Directors of Operations and Marketing to measure health metrics across the entire customer life cycle. The four KPIs of any loyalty program are: [1] Signup growth by week, [2] Number of members by status tier, [3] Guest feedback ratings, and [4] FOH staff engagement.
Let's take a look at each:
1. Guest signups: This measure shows how many people are entering your Wisely database each week. While this isn't necessarily the most qualitative measure of customer health, the statistics do provide an overall snapshot of engagement both among guests and staff.
2. Guest status: This measure shows how many people are visiting often enough to earn different status tiers. Following the initial sign-up with Wisely, data on guest status allows restaurants to observe a number of important data points: who their returning customers are, how much they're spending each visit and whether staff are providing them with the earned gifts to accompany their particular status.
3. Guest feedback: This measure reflects the opinions of your regulars as well as how quickly you (the management) respond to that feedback. The duaity of this point measure is important because without a speedy or personalized response to feedback, said guests could feel neglected or unheard, creating negative implications for long-term customer health.
4. Staff engagement: This measure which of your managers are caring the most about customer experience. Unlike the other measures in this list, staff engagement really allows the most room for creativity and personalization over the course of the guest's meal.
All of these metrics are easily accessible in real-time via
Wisely's restaurant manager app, allowing you the ability to constantly monitor the health of your customers. Additionally, all of the aforementioned metrics serve as unique ways for management to reward FOH staff outside of the normal profits/sales metrics.
Bottom line: Seeing key metrics on your loyalty program's performance should be as easy as launching an app on your smartphone—and now it is.
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Wisely empowers restaurant groups to grow and sustain profitability by acquiring valuable new guests, converting them into regulars, and keeping them happy for life. Our software is easy-to-use and enhances productivity, so staff can focus on what really matters. For more information or media inquiries, please contact us at hello@getwisely.com.
