Elior UK has rolled out a feedback system that allows it to instantly assess how customers feel about its Covid-19 practices for foodservice and react accordingly.
In a further sign of how caterers are adapting to the ‘new normal’ when it comes to delivering menus, the system will provide it with a real-time overview of what customers think about its operations.
While the technology had originally been developed with customer service specialist Serve First to collect general diner feedback, it has been tailored to capture responses on its Covid-19 measures.
This includes feedback on the food and service through to kitchen hygiene, and each element of the customer journey can be rated in just 20 seconds by scanning a barcode on site tablets.
Feedback is generated instantly arming Elior with real-time data and the ability to address any customer questions or concerns immediately.
It is now been rolled out across its B&I, healthcare and education business.
Carl Morris, sales, marketing and communications director at Elior UK, said the approach is designed to support clients in reassuring their teams of the commitment to safety and compliance while continuing to maintain a pleasurable catering experience.
“As offices and schools re-open post-Covid, there will be a nervousness from some to return so our role is to help provide reassurance – a huge part of this is listening to what the end customer has to say.
“Capturing feedback in this way will help us guarantee what we’re delivering is fit for purpose as we move into the new normal and make tailored adaptations where necessary.”
Elior has implemented the service in 70 sites to date. It is expected to be rolled out to over 100 sites by the end of 2020.