Tips and Tools: Changing the Questions on Loop Pulse

 

When the guest approaches the Loop Pulse kiosk, he or she is asked to provide a positive or negative score for the restaurant based on three questions. This allows management to get insight into the location’s performance across a number of factors, chiefly the quality of the food, the efficiency of the service, and the cleanliness of the facility.

When they first set up the kiosk, many restaurateurs and hoteliers use Loop’s default questions that relate to food, service, and cleanliness. But it is also possible to change those questions at any time, either to switch up the wording or make more specific inquiries about a given topic. It is not strictly necessary to change the questions on a consistent basis, but there are a few reasons to do so.

To keep the questions fresh and interesting for guests.
Guests who come in more than once a week may tire of answering the same questions all the time. Seeing new questions, however—or the same questions phrased in different or creative ways—will entice them to continue providing their input.

To dig deeper into a particular issue staff have noticed.
Based on daily ratings received by staff, as well as the weekly reports and heat maps that Loop generates, management can identify problem areas and tailor the kiosk’s questions to find possible answers. If, for example, service routinely gets low scores at a specific time, management can set the kiosk to ask about the speed, friendliness, and accuracy of service to get to the bottom of the problem.

On average, most locations change the questions every three or six months, but other locations may choose to rotate them on a monthly basis, depending on the amount of traffic and messages they receive.

Changing the questions is as simple as asking your customer service manager to do it for you. If you have administrator privileges, you can also do it yourself. Here’s how.

  1. First, log in to the Loop back end with the designated credentials.
  1. Click over to the “Questions” page.
  1. On the right-hand side of the page, select the question that needs to be edited.
  1. On the left-hand side, in the field marked “Text”, write the question exactly as it should appear on the kiosk.
  1. Remember, this is guest-facing feature. Ensure that the questions are phrased in a polite and friendly way, and that spelling and grammar are correct.

Have you tried changing the questions on Loop Pulse? Let us know how it went in the comments, or on LinkedIn, Facebook, or Twitter.

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