April 1, 2010, 9:00 am

HAVE YOUR SAY ON CUSTOMER COMPLAINTS.  The hospitality industry views wanted on handling of customer feedback.  The Mystery Dining Company is calling for hospitality participants in a short online survey to gain insight on how customer feedback is handled across the industry.

In return for completing the 5-minute survey, which can be found at http://survey.mysterydining.co.uk/TakeSurvey.aspx?SurveyID=m6KJ5p9, participants will be entered into the draw to win 3 months worth of mystery visits to his or her establishment. All names and responses will be treated confidentially and it is possible to undertake the survey anonymously.

The results will be used to identify common practices across a variety of establishments serving food or drink across the UK, comparing them and contrasting them with the customers’ own views.

The customer experience analyst recently published a survey outlining consumers’ views on the subject. These findings highlighted a common perception that feedback was falling on deaf ears, not always being passed on to the most appropriate person. It also revealed that around 9 out of 10 diners were willing to provide feedback if there was an established channel to do so.

The survey will run until 20 April 2010.

For more information on the survey contact Kerstin at The Mystery Dining Company (kerstin@mysterydining.com) or visit www.mysterydining.com


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