Member Article

A taste of success: Brighton company launches real-time restaurant feedback system

Launched in partnership with Brighton restaurant consultancy, Calibro Group, Howya is the first at-the-table feedback rating system that captures customer sentiment in real time.

The unique system, which allows customers to give feedback at the same time as receiving their bill at a restaurant, processes all data in real time, giving management an instant snapshot of quality of service and food.

Melanie Joseph, head of sales and marketing at HowYa, explains that restaurants have fallen victim to websites such as Tripadvisor and many customers don’t give management the opportunity to fix problems before they go home, she told Bdaily: “We believe customers are more likely to feedback their experience anonymously if the bill folder is left with them while the waiter leaves them to check the bill.

“The survey should take 2 to 5 min and is on a very easy to use android tested on people with no android experience.

“Unlike systems that don’t get full response we have 100% participation as the customer can simply click no thanks but to date we have 92% participation.

We also believe our product will prevent negative online reviews to third party companies such as TripAdvisor which cause many restaurants issues as the customer can request a callback to resolve the issue if they felt uncomfortable bringing it up in the restaurant“

Currently the survey asks two fixed questions:

1. Would you recommend us? 2. How was the service?

The participating restaurant is then able to choose three further questions based on what is important to them, whether it be the menu, food, staff or décor.

HowYa has already worked alongside several restaurants in the South East, and is looking to expand nationwide. Melanie explained: “We also back up our product with a support team who are trained in the hospitality industry in producing results on service.

“As we have helped multiple restaurants we believe we are good ambassadors for service. The feedback given by the customer creates a database to allow the restaurant to track and spot trends as well as training in staff.”

The management and shareholders have invested substantial investment with their own capital but the biggest investment has been on time given by key staff leaving their full time positions to concentrate on this business. HowYa is currently in discussions with Rob Clare from Sussex based Innovation Capital Ltd about future growth and strategy.

Melanie, who runs her own independant restaurant consultancy Calibro Group, believes that service should be a number one priority for restaurants, she said: “We would like to see service in the restaurant become a priority, after conducting thousands of third party reviews and research with disgruntled customers we have found that many customers put service before food and that no matter how good the meal the service can spoil the whole experience.

“For us 2015 is all about excellent service and listening to the feedback and spotting trends, if 1000 people say the menu is too big then it’s likely (even if chef isn’t happy) that the menu is too big.

“We have plans to have our system, service and training presented to all independents and chains via multiple marketing strategy’s by the end of June 2015. It’s a very exciting time for us with casual dining chains, independents and even a key company in Europe asking for information.”

This was posted in Bdaily's Members' News section by Ellen Forster .