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Case study

Proposed Strategy

While with Jamie Oliver’s team, I identified dissatisfaction at a restaurant, mainly about spice levels and negative Google reviews. Customers struggled to express their spice preferences, leading to frustration and negative feedback.

Objective:

Align the restaurant’s menu with Berlin’s diverse spice preferences, improve online reputation, and increase customer engagement through innovative feedback channels and incentivized reviews.

Problem Statement:

The restaurant’s mild menu didn’t align with the diverse spice preferences of Berlin’s customers, leading to dissatisfaction and negative reviews.

Key Questions to Address:

  1. How can we cater to the diverse spice preferences of Berlin's multicultural customer base?

  2. How can we reduce negative reviews and encourage more positive feedback?

Strategic Actions Taken

  • Spice Levels Menu

  • Feedback via QR Code

  • Incentivized Reviews

To address these challenges, I proposed an innovative strategy to provide customers with a more direct, private channel for feedback, and to encourage positive reviews through incentivization.

Spice Levels Menu

Introduced three spice levels to cater to varying customer preferences:

  • Level 1: German Spice (Mild)

  • Level 2: Medium Spice (Moderate Heat)

  • Level 3: Asian Spice (Hot)
    This allowed customers to choose based on their spice tolerance, reducing dissatisfaction related to taste.

Feedback via QR Code

  • Placed QR codes in front of bathroom mirrors, creating a personal space where customers are more likely to reflect and express frustrations privately.

  • The QR code directed them to a simple feedback form, allowing them to vent before posting negative reviews on public platforms like Google.

Incentivized Reviews

  • Offered customers a chance to scan a QR code during payment, providing them with loyalty benefits. If customers were happy with the service, this small gesture encouraged them to leave a 5-star review.

  • Additionally, for each 5-star review, a meal was donated to children in need, linking the review process to a meaningful social cause.

Expected Outcomes

  • Reduced Negative Reviews

    Providing a private space for feedback would help minimize emotional complaints and reduce negative public reviews effectively.

  • Increased Positive Reviews

    Incentivizing 5-star reviews would boost positive feedback, enhancing the restaurant's reputation and fostering customer loyalty.

  • Enhanced Customer Experience

    Offering customizable spice levels and private feedback options would make customers feel valued, increasing satisfaction and retention.

Results (Expected Impact)

Although this strategy was never fully tested due to my departure, I anticipated the following outcomes:

Improved Customer Satisfaction

A more tailored dining experience through spice level choices and private feedback channels would lead to higher overall satisfaction.

Stronger Brand Engagement

Connecting the review process to a charitable cause would help customers feel more connected to the restaurant, fostering loyalty and a sense of purpose.

Better Online Reputation

Encouraging positive reviews through incentives would boost Google ratings and contribute to a stronger online presence.

For more work inquiries or to grab a coffee, do email me at rrenurana8@gmail.com