Loop is more than a guest engagement platform; it provides the framework for managing day-to-day operations and changes how the guest experience is perceived across your organization. Customer and team members adoption are crucial to the success of your Loop Platform. Your team members are the driving force behind customer usage, and a healthy number of customer responses is necessary for meaningful Loop metrics. This document provides best practices to drive adoption, as well as guidelines for using the various Loop reports to help you manage your teams.
The success of your Loop Platform is directly linked to customer adoption. You should strive to promote Loop to your customers as the easiest channel for providing feedback about their experience. Receiving more responses from customers increases the value of your investment in Loop by providing the data you need to improve their experience.
Your team members are the primary driver of customer behaviour. The proposed activities below will help you integrate Loop into your team culture. Focus on behaviour, and they will drive adoption.
Assign leaders at each location
Identify a leader for each category of comments tracked (Food, Service, Cleanliness, etc.). They will be the cheerleaders to pump up your team members to ensure they get good ratings on the system.
Assign a hospitality leader at each location
These employees will invite customers to use the kiosk at every opportunity as part of their daily activities. Prepare a script for them to use. For example: “How was your food today? We want to improve with every visit, so help us out by going to the kiosk by the exit. It only takes three seconds.”
Target a specific number of pieces of feedback from each location. Publicize top and bottom performers, and hold local managers responsible for meeting these goals. Goals should be anywhere from 15 to 30 responses per day per location, depending on traffic.
Challenge your teams
Team leaders and managers issue challenges to the staff at each location to exceed goals. By challenging the team members to exceed the set goals, you are creating a competitive environment that promotes adoption. For example: “I bet you can’t get three more responses in the next hour!”
Reward top performers
Find ways to reward your team members and managers when they consistently reach or exceed set goals. Create a program that rewards top performers at each location. Use the Loop Reports to identify and acknowledge locations with the highest Conversation counts, or Pick Lists to highlight specific team members.
Keep things fresh
Give your customers a different experience by periodically updating the Web Feedback questions. Updating the questions presented to your customers every two to three months allows you to capture sentiment on different aspects of their experience while keeping them interested.
Foster friendly competition
Use the scoreboard, competitive scoreboard, and reports to create a healthy competitive environment. The Loop scoreboard, which can be team member or customer facing, shows the current Conversation counts for a location. For multi-location organizations, the competitive scoreboard also compares stores to one another, and identifies top and bottom performers. Use this information to motivate and reward your teams to outperform one another.
Set a maximum delay between the time a customer leaves a comment and someone replies to them. Your customers need to think of Loop as a quick and effective feedback channel in order to maintain adoption. If a customer leaves contact information and requests a response, it is important that they receive one within a few minutes. If all your team members are busy, use the pre-configured responses to reply with a message that sets expectations on when a response can be expected. Set escalations to ensure that no message is ignored for too long.
Once you receive a steady input of guest responses, you can truly experience the full power of the Loop Platform. Loop provides the framework to focus your entire organization on improving the customer experience. Use Loop Reports to identify areas for improvement, and communicate this to your teams via the Daily Digest. Team members can then concentrate their efforts on the areas where they would provide the most benefits, as perceived by your customers. Use the various Loop Reports to identify trends and patterns, and develop strategies for ongoing operational improvement.
Morning or pre-shift meeting - Loop Daily Digest Report
The Loop Daily Digest Report is sent via email to subscribed Loop admins. It contains an overview of the Loop activities for the previous day, as well as a listing of all the Conversations submitted for each subscribed location.
Manager preps team before shift based on yesterday's results. Provides advice, a pep-talk, and goals for the upcoming shift/day.
What to look for: Actionable comments related to your key operational pillars, trends, and frequency of negative comments throughout the day. (Are they occurring at certain times of day? Certain operational pillars? What might be the cause and can the team operate differently today to improve?)
Opportunity for improvement: Coach the team based on yesterday's results and feedback, suggest goals for today, adjust responsibilities, and suggest pre-emptive actions that might improve on yesterday's scores/results.
Weekly performance review - Loop and Answers Reports
The Loop Report displays statistics about Conversations that were sent to the Loop Inbox. Focus on improving response times and closing times, and identify negative trends. The Answers Report often holds clues about how to improve trends.
Manager reviews Heat Maps and weekly score (e.g. Sunday evening) and brings changes to team for the coming week.
What to look for: Periods during the week with darker (lower) scores. Drill down by operational pillar — are there any patterns in time of day or day of week that show through? Look at last week. Who was supervising and who was working during those times?
Opportunity for improvement: Shift adjustments, 1:1 with team members on-duty at those times, and suggest proactive measures to avoid missteps in the coming week.
Stop, think, act! Loop Scoreboard
Team members consider most recent customer input throughout the day (live comments display for 45 seconds on scoreboard).
What to look for: Which operational pillar(s) in particular did they critique? Did someone see the guest at the kiosk, and if so, what was their experience like? Did we (as a team) observe the issue?
Opportunity for improvement: Pause for a second, look around, and consider. What was that feedback about and is there something I can do about it? Am I smiling, happy? Is the temperature of the oven/warmer/grill set to the right temperature? If I walk through the dining room or around the counter, is the space clean? Was it something a teammate did that I can suggest they do better/faster/differently?
Monthly trends and patterns - Loop and Answers Reports
Manager reviews monthly reports, long-term Heat Maps and reviews actionable conversations.
What to look for: Trends in the nature of feedback over the month, time of day, day of week, and team members on/off duty at the time. Trends in the categories of comments. Are there areas in our service that our guests are passionate about this month? Are there problems that are recurring?
Opportunity for improvement: Based on the patterns my guests have identified, what goals can I set for my team this month to help improve? What adjustments can I make to improve our scores next month? (Staffing levels, talk-tracks, frequency of cleanings, adjustments to our procedures, changes to the menu, attention from me on specific items.) Bring these insights and goals forward to the team with a plan to take action.