How to improve your restaurant customer retention

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Customer loyalty is important in any type of business, including restaurants. If your customers are one-time visitors, you will eventually run out of customers to visit your restaurant. Hence, having good customer loyalty will get you a steady flow of customers for more predictable revenue and better sustainability.

In order to gauge your restaurant’s customer loyalty, you have to take a look into your customer retention rates.

How to calculate your customer retention rate?

Select a timeframe(e.g. The month of April 2021)
Find out the total number of customers you have at (30 April 2021) (E)
Find out the total number of customers you gained throughout the month of April 2021 (N)
Find out the number at the start of your time frame (01 April 2021) (S)
Follow this formula to calculate your customer retention rate: [(E - N) / S] x 100

Example

You start your month of April 2021 With 300 customers and end the month of April 2021 with 280 customers. In the month of April 2021, you gained 90 new customers. Your customer retention rate would be:

[(280 - 90) / 300] * 100 = 63.33%

What is a good customer retention rate for restaurants?

According to Statista, the average retention rate of restaurants worldwide is 55%. That means anything above that percentage, and your customer retention rates are good.

How to improve customer loyalty?

After calculating your customer retention rates, it is important to act on this data. In this article, we will discuss some ways how you can improve your restaurant’s customer loyalty.

Listen to customer feedback

Listening and responding to customer feedback is important as it shows them that you care and that makes them feel more connected to your restaurant brand.

Even if some of your customers are leaving bad reviews, it is important that you reply tactfully, so that they know that their issues are being addressed and that you value them.

This helps your restaurant brand build trust with your customers and trust is what keeps them coming back.

Email Marketing

A perfect example would be Shopee and Lazada, sending you marketing emails and notifications from their apps, so that whenever you are looking to buy something online, you will instinctively head to their ecommerce platforms. You could achieve the same effect with your restaurant too!

If you have a membership programme in place, you should leverage on it to keep your customers coming back. Have a schedule where you send your customers attractive deals in your email newsletter, or new dishes that your restaurant chefs have come up with.

By having a routine schedule of reaching out to your customers through email newsletters, you ensure that your restaurant brand is always on their mind.

Loyalty programme

Most restaurants with great customer loyalty have set up an attractive loyalty programme. The problem with most loyalty programmes is the sign up process. Most restaurants and F&B outlets will have their customers sign up at the counter when placing an order. While this allows your staff the opportunity to explain the benefits of a membership, it slows down order taking.

On top of that, your customers may feel pressured by the long line of waiting customers and may simply reject the membership offer.

If your restaurant is using iMakan's QR ordering system they can sign up to be a member to earn and redeem points by simply filling up their name and contact number just before they send in their orders.

A fuss free and quick membership signup usually encourages customers to sign up for a membership and be a part of your loyalty program.

Good menu design

While a good menu design does not seem directly relatable to improving customer loyalty, it has an impact on customer experience, which in turn, affects customer loyalty.

If your menu is difficult to understand with a complicated ordering process, customers are less likely to return as it contributes to a bad experience.

Having an easy to order menu will not only contribute to a good customer experience, but also encourages your customer to order more. How so? For example, if your restaurant is using iMakan QR ordering, it allows you to attach appetizing images to each menu item and automatic add on suggestions to help your customers to better understand your menu. Coupled with an intuitive interface, your customers ordering process will be fuss free.

Conclusion

It is important boost your customer loyalty as this will contribute to the scalability and sustainability of your restaurant. If you are looking for an ordering solution which facilitates quick and fuss free ordering and member signups, give iMakan QR ordering system a try!

Simply click here to arrange a free demo session with us!

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7 Tips to Optimize Operations at Your Takeaway Food Kiosk in Singapore

By Liang Wei Liaw • 09 May, 2024

Takeaway food kiosks in Singapore generally serve the demographics of Singaporeans that are looking for quick, convenient and tasty meal options. Hence, optimizing operations at your takeaway food kiosk is essential for delivering exceptional service and maximizing profitability. With the increasing demand for quick and convenient dining options, implementing strategies to streamline processes and enhance efficiency can set your kiosk apart from the competition. Here are seven tips to help you optimize operations at your takeaway food kiosk in Singapore, leveraging self-ordering technologies and online platforms to meet customer demands and drive success. Embrace Self-Ordering Solutions Invest in self-ordering kiosks or QR code ordering systems to empower customers to place their orders independently. By offering self-service options, you can reduce wait times, minimize order errors, and improve overall efficiency at your kiosk. Emphasize user-friendly interfaces and intuitive navigation to ensure a seamless ordering experience for customers. Implement Online Ordering Platforms Extend your reach and cater to digital-savvy customers by implementing online ordering platforms for takeaway and delivery. Utilize mobile apps or web-based ordering systems to enable customers to place orders remotely and schedule pickup times at your kiosk. Provide incentives such as exclusive discounts or loyalty rewards for online orders to encourage adoption and drive sales. Optimize Menu Selection and Layout Streamline your menu selection to focus on popular and high-margin items, reducing complexity and speeding up order processing. Organize your menu layout logically, grouping similar items together and highlighting best-sellers or promotional offerings. Utilize digital menu boards or signage to display menu options clearly and attractively, guiding customers towards their desired selections. Invest in Efficient Kitchen Equipment Equip your takeaway food kiosk with efficient kitchen equipment and tools to expedite food preparation and assembly. Invest in high-quality appliances, such as commercial-grade grills, fryers, and ovens, to ensure consistent quality and timely service. Implement workflow optimizations and station layouts to minimize bottlenecks and optimize throughput during peak hours. Streamline Order Fulfillment Processes Develop streamlined order fulfillment processes to ensure orders are prepared and delivered promptly. Implement order tracking systems or digital ticketing solutions to monitor order status in real-time and prioritize tasks accordingly. Train your staff to work efficiently and communicate effectively to minimize wait times and maintain customer satisfaction. Prioritize Hygiene and Safety Measures Uphold stringent hygiene and safety protocols to ensure a clean and safe environment for both customers and staff. Implement regular cleaning and sanitation routines for all surfaces, equipment, and utensils to minimize the risk of contamination. Provide hand sanitizer stations and encourage proper hand hygiene practices among your team members. Monitor Performance and Seek Feedback Continuously monitor key performance indicators (KPIs) such as order processing times, customer satisfaction scores, and sales metrics to identify areas for improvement. Solicit feedback from customers through surveys, comment cards, or online reviews to gain insights into their experience and preferences. Use this feedback to iterate on your operations and enhance the overall customer experience at your takeaway food kiosk. By implementing these seven tips, you can optimize operations at your takeaway food kiosk in Singapore, delivering fast, convenient, and high-quality service to your customers. By embracing self-ordering technologies, leveraging online platforms, and prioritizing efficiency and hygiene, you can position your kiosk for success in the competitive F&B landscape. iMakan Apart from looking to value add F&B owners in Singapore through information sharing articles, iMakan also provides self ordering solutions such as self ordering kiosks, qr ordering, and online ordering solutions for F&B businesses. If you are looking for such self ordering solutions, WhatsApp us or click here to drop us an enquiry.