When you give feedback to a company, the results vary quite a lot. In a previous post I sent my feedback to National Express and because my text had a key safety word in it, I received within minutes a call back from a manager at Service Support. The issue was dealt with in the manner National Express thought was appropriate. I was not rewarded for my stress.
Brewers Fayre have a better idea when they receive feedback from their diners. Keep your till receipt and do the online survey. Yes, there is a lot of questions and a lot of box ticking but at the end they send your a voucher for a free pudding when you buy a main meal on your next visit. This rewards the diner for spending their time to give feedback to Brewers Fayre in a manner which they find very useful in running their business. Brewers Fayre are paying for this feedback rather than getting snitchers for free like National Express encourage.
If you want people to put the time and effort into giving your business genuine feedback, then take a leaf out of the Brewers Fayre menu and offer a small reward. The puddings on the menu sell for under £4 and the cost price is considerably less. Brewers Fayre get to sell another main meal to the diner and get the volume of genuine feedback they desire for a very small cost. Brewers Fayre are happy to pay a token sum for the feedback while National Express view passenger feedback as a freebie.
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