I've thought about this and wonder if it has to do with the fact that they
a) already know what you are going to say (if they've done enough volume the complaints generally are the same)
b) if "a" isn't true then does it matter if you have a thousand happy diners and 6 don't like the napkins from a profit perspective
c) they don't want to put a negative thought in your mind by asking you (negative priming?)
d) they feel they cover this with surveys that they do
e) they don't want to hear a complaint and then have to comp you (profit)
f) none of the preceding they just don't do it because they are lame and/or busy.
Anytime I've been asked this type of question though it's been over the phone by a bank employee who hits me with "is there anything we can do..." and I don't feel like giving any help to an automaton basically. In general I don't do any phone surveys. If someone with a clue called me and had a real conversation I would. I hate surveys.
Of course if the restaurant is really on the ball they can see whether there is a problem I guess also by watching the diners.
Interesting if anyone in food service could chime in on this issue.
a) already know what you are going to say (if they've done enough volume the complaints generally are the same)
b) if "a" isn't true then does it matter if you have a thousand happy diners and 6 don't like the napkins from a profit perspective
c) they don't want to put a negative thought in your mind by asking you (negative priming?)
d) they feel they cover this with surveys that they do
e) they don't want to hear a complaint and then have to comp you (profit)
f) none of the preceding they just don't do it because they are lame and/or busy.
Anytime I've been asked this type of question though it's been over the phone by a bank employee who hits me with "is there anything we can do..." and I don't feel like giving any help to an automaton basically. In general I don't do any phone surveys. If someone with a clue called me and had a real conversation I would. I hate surveys.
Of course if the restaurant is really on the ball they can see whether there is a problem I guess also by watching the diners.
Interesting if anyone in food service could chime in on this issue.