Restaurants operating under licence from Marco Pierre White have seen a rise in guest loyalty and customer satisfaction after employing a feedback platform to encourage reviews.
Marco Pierre White restaurants have credited using Feed It Back’s post-meal surveys to achieve a 13-point increase in their net promoter scores between January and September 2018.
Forming part of the chef’s Black and White Hospitality business, the rise is a sign of the company’s commitment to continually improving its customer experience as it enters a period of substantial growth.
The business, which was founded by Nick Taplin and Marco Pierre White and has a growing group of 46 franchise restaurants, many of which are situated in hotels across the country, has driven up its scores by using Feed It Back’s platform to encourage and analyse post-meal feedback from bespoke surveys.
Shaun Cremins, brand director of Black and White Hospitality, said: “These statistics clearly demonstrate that passion, persistence and training does translate into happy customers if you are willing to act upon the data in front of you.
“Every business is sitting on a wealth of data that, when unlocked, can make a substantial difference to the overall outlook of the business. By working with Feed It Back we have been able to truly understand what people really think about our business.
“The magnitude of data they provide us has given us the insight we need to continually improve our guest experience and maintain standards as we look to undertake a period of substantial growth.”
The new concept is the first of its kind for the management company founded by Nick Taplin and chef Marco who run the restaurant under a franchise deal with owners KE Hotels.