This can be confirmed by a letter from a client received by FreshLine:
Posted: Wed Dec 04, 2024 10:22 am
as for Freshline, what I want to say is that a service assessment service created by Artjoker has appeared..."Table with smiles" I went to Freshline at Sovetskaya metro station near the "Friends" cafe twice at different times. And here's what's interesting: the first time I went in, I was dressed normally, pants, boots, a down jacket - since it was quite cold then, I just came in, ordered, noticed the new gadget, but didn't approach it. the service staff...usually did their job, well, that's how it is, when nothing happens...ordered two sandwiches and had to wait, really got tired of it...but took the sandwiches and left...at the checkout they addressed me and spoke as usual...another case was when I came in in a black coat, pants, boots, all so presentable, ordered one sandwich though...and started walking around looking at everything so attentively, watching how it was being prepared...then I went and left a review, clicked on my gadget...and when I approached it, it was noticeable that the employees somehow started, I don't know, their behavior became more lively or something,...when the sandwich was prepared they loudly told me about it from the checkout and invited me to take it (not like last time))…»
During 57 days of operation of the service "5Star Service" about 1700 reviews were collected, about 80 people left a real phone number/answered the call. Most people were pleasantly surprised by the call, expressed their gratitude, although initially, most of them were dissatisfied with some aspects of the sandwich bar service.
Examples of customer explanations of reasons for dissatisfaction with service:
I don't like the presentation of drinks (the drinks are not neat, not tidy, the ginger floats like mush, is it possible to cut it larger?). Suggestion: more often monitor the cleanliness of the hall.
I liked everything. My wish: more creativity and more smiles from the staff.
A great fast food establishment. Suggestion: improve the range of desserts. After all, the honey cake is certainly edible, but the cheesecake cannot be called a cheesecake.
Overall I really like the place. Delicious sandwiches and entrees, but the staff is not friendly.
Unpolite communication of the employee in the position of Hostess. They mix up orders. They give other types of drinks (the guest asked for apple juice, but they gave orange). We waited a very long time for the sandwich to be prepared (about 20 minutes).
The salami in the sandwich is not tasty. The staff is not friendly. My wish: clear the tables more often. And smile more at the staff.
They didn't listen to me, I repeated my order 10 times before they started cooking it. Unfriendly staff.
The hall is dirty. People take food without gloves, there is a long line usa student mobile number lead before the distribution. Two people are preparing sandwiches, the rest are chatting on the side about personal matters.
Dissatisfaction with sugar being given out piecemeal. Unpalatable products in the sandwich (the guest thought they were sour).
The staff did not pay due attention to the guest (I wanted smiles and warmth).
FreshLine management's response to receiving negative reviews:
Each complaint received was addressed – communication with the staff of the outlet, viewing of the video recording. The 5Star Service application really helps to “soften” dissatisfied customers. By intercepting the customer halfway from the establishment home, to the computer, 5Star Service does not allow the guests’ dissatisfaction to spill out, for example, on the Internet.
Solution to Problem 4: Creating a Loyal Customer Base
One of the goals of "5Star Service" was and is to create a customer base for the establishment, when each customer, leaving a review, also leaves their phone number. But, for a number of reasons, mainly related to the novelty of such a service on the Ukrainian market, as well as the fear of receiving advertising and calls, customers are in no hurry to leave their contact information. However, already now, after 2 months of testing the device, it is becoming noticeable that the percentage of phone numbers left is increasing.
Case. 5Star Service application - 5 - image
At the moment, for every 20 reviews there is one phone number left. It is worth noting that not only the fear of spam reduces the number of phone contacts left, the reasons also include - inconvenient button sizes, interface, color scheme of the device, screen size. "5Star Service" is actively working on improving these indicators.
Considering that there are not many ways for an establishment to get a phone number from its guests without providing them with bonuses (discount cards, sweepstakes, etc.), each phone number obtained using the new service is of great value.
And in the long term, each of the clients – with a certain amount of work with them, will move into the category of loyal clients and in the future will associate the FreshLine establishment as their good friend, whom they helped to improve and become better.
Solution to problem 5: Analytics (collection and processing of statistical data)
At this stage, the 5Star Service's own analytical center is being improved. With minimal input data, FreshLine tries to squeeze out the maximum amount of useful information for each client request.
Conclusion
The example of the sandwich bar "FreshLine" made it clear that "5Star Service" is a modern solution in the field of data processing, with the help of which you can check each review, control your staff and work with a negative customer review until it becomes permanent.
The results of the study showed that the staff of the sandwich bar, where the experimental version of the “5Star Service” was placed, pay more attention to their appearance and try to do their job better so that the client is satisfied.
There is a positive trend from visitors - they see a quick response from management to negative aspects of the sandwich bar's work, so they have become more willing to leave reviews, helping FreshLine become an ideal catering establishment.
The 5Star Service app ensures that customer negativity stays within the company and is not spread on the Internet.
5Star Service quickly responds to negative customer reviews and turns a dissatisfied customer into an ally.
During 57 days of operation of the service "5Star Service" about 1700 reviews were collected, about 80 people left a real phone number/answered the call. Most people were pleasantly surprised by the call, expressed their gratitude, although initially, most of them were dissatisfied with some aspects of the sandwich bar service.
Examples of customer explanations of reasons for dissatisfaction with service:
I don't like the presentation of drinks (the drinks are not neat, not tidy, the ginger floats like mush, is it possible to cut it larger?). Suggestion: more often monitor the cleanliness of the hall.
I liked everything. My wish: more creativity and more smiles from the staff.
A great fast food establishment. Suggestion: improve the range of desserts. After all, the honey cake is certainly edible, but the cheesecake cannot be called a cheesecake.
Overall I really like the place. Delicious sandwiches and entrees, but the staff is not friendly.
Unpolite communication of the employee in the position of Hostess. They mix up orders. They give other types of drinks (the guest asked for apple juice, but they gave orange). We waited a very long time for the sandwich to be prepared (about 20 minutes).
The salami in the sandwich is not tasty. The staff is not friendly. My wish: clear the tables more often. And smile more at the staff.
They didn't listen to me, I repeated my order 10 times before they started cooking it. Unfriendly staff.
The hall is dirty. People take food without gloves, there is a long line usa student mobile number lead before the distribution. Two people are preparing sandwiches, the rest are chatting on the side about personal matters.
Dissatisfaction with sugar being given out piecemeal. Unpalatable products in the sandwich (the guest thought they were sour).
The staff did not pay due attention to the guest (I wanted smiles and warmth).
FreshLine management's response to receiving negative reviews:
Each complaint received was addressed – communication with the staff of the outlet, viewing of the video recording. The 5Star Service application really helps to “soften” dissatisfied customers. By intercepting the customer halfway from the establishment home, to the computer, 5Star Service does not allow the guests’ dissatisfaction to spill out, for example, on the Internet.
Solution to Problem 4: Creating a Loyal Customer Base
One of the goals of "5Star Service" was and is to create a customer base for the establishment, when each customer, leaving a review, also leaves their phone number. But, for a number of reasons, mainly related to the novelty of such a service on the Ukrainian market, as well as the fear of receiving advertising and calls, customers are in no hurry to leave their contact information. However, already now, after 2 months of testing the device, it is becoming noticeable that the percentage of phone numbers left is increasing.
Case. 5Star Service application - 5 - image
At the moment, for every 20 reviews there is one phone number left. It is worth noting that not only the fear of spam reduces the number of phone contacts left, the reasons also include - inconvenient button sizes, interface, color scheme of the device, screen size. "5Star Service" is actively working on improving these indicators.
Considering that there are not many ways for an establishment to get a phone number from its guests without providing them with bonuses (discount cards, sweepstakes, etc.), each phone number obtained using the new service is of great value.
And in the long term, each of the clients – with a certain amount of work with them, will move into the category of loyal clients and in the future will associate the FreshLine establishment as their good friend, whom they helped to improve and become better.
Solution to problem 5: Analytics (collection and processing of statistical data)
At this stage, the 5Star Service's own analytical center is being improved. With minimal input data, FreshLine tries to squeeze out the maximum amount of useful information for each client request.
Conclusion
The example of the sandwich bar "FreshLine" made it clear that "5Star Service" is a modern solution in the field of data processing, with the help of which you can check each review, control your staff and work with a negative customer review until it becomes permanent.
The results of the study showed that the staff of the sandwich bar, where the experimental version of the “5Star Service” was placed, pay more attention to their appearance and try to do their job better so that the client is satisfied.
There is a positive trend from visitors - they see a quick response from management to negative aspects of the sandwich bar's work, so they have become more willing to leave reviews, helping FreshLine become an ideal catering establishment.
The 5Star Service app ensures that customer negativity stays within the company and is not spread on the Internet.
5Star Service quickly responds to negative customer reviews and turns a dissatisfied customer into an ally.