guestXM – by Black Box Intelligence

Restaurant Customer Surveys

Continuously Improve Your Experience with Direct Feedback

Direct feedback is the first line of defense against customer attrition. By asking guests about their experience, you can begin to unveil blind spots across customer interactions, whether related to service, atmosphere, food quality, or value.

Configurable, Simple to Deploy, and Easy for Your Customers to Complete

Collect, analyze, and transform direct feedback data into usable insights.

Net Promoter Survey

NPS identifies a guest's willingness to recommend your restaurant, an important leading indicator of future business and revenue growth. 

Customer Satisfaction Survey

The CSAT score indicates how satisfied diners are with a restaurant’s food, service, and overall experiences. The score is collected through strategically administered surveys after an interaction along the customer journey. 

Customer Effort Survey

A CES score is an indicator of how easy or difficult it is to dine at or order from a restaurant. 

Lehigh Valley Restaurant Group dba Red Robin
"Black Box has helped improve our overall performance in Same Store Sales and Guest Counts. We share this data with our operators weekly and it pushes them to improve performance."

Mike Axiotis

President, Lehigh Valley Restaurant Group dba Red Robin

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NPS, CSAT, CES, Multiple Choice, Yes/No, Free Text & More

Include industry-standard questions/measurements and/or your own. Choose a specific survey type that aligns with your brand objectives:

Self Service

Create customer surveys directly within the GuestXM survey tool and manage them across all your channels.

Web-Hosted and/or QR-Code Delivery

Integrate to your existing website while also delivering your surveys to customers via QR code, email, SMS, or kiosks. Print on your receipts or packaging.

Multi-Language Support

Connect with customers on a personal level by engaging with them in their language. 

Mobile Friendly

Provide convenience and meet your customers wherever they are at any given moment.

Conditional Logic on Questions

Create a more personalized and relevant survey experience by tailoring follow-up questions based on a customer’s previous answers.

Razzoo’s, Inc
"Black Box Intelligence™ has definitely added value and insight to our organization and has shown us areas where we can improve relative to the competition."

Jacques Barjon

Director, Financial Planning & Analysis, Razzoo’s, Inc

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GuestXM Survey Features

Unveil front- and back-of-house strengths, weaknesses, and opportunities.

Natural Language Processing on Unstructured Feedback

Evaluate comments by leveraging GuestXM’s AI-powered Natural Language Processor to understand what customers are talking about at scale.

Task Automation based on Survey Score or Voice of Customer

Automate various actions, like task assignments or notifications, based on survey scores or customer feedback to enhance operational efficiency.

Email integration for Survey Response

Keep all relations communication within a single tool by integrating responses with your email client.

Delivery Customer Insight

Get to know your delivery customers with GuestXM surveys on platforms such as Deliveroo, Uber Eats, Takeaway.com, and GrubHub. Reveal real insights through receipts and QR codes.

Custom Branding

Design branded surveys by incorporating your brand’s logo and style guide.

Survey Versioning

Create and manage different versions of a survey, keep track of updates and revisions, run comparative analysis, and more.

Key Platforms

Workforce Intelligence

Build teams that guests love by better understanding your local workforce. Hire, motivate, compensate and retain top talent to deliver better customer experiences.

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Social & Review Listening

Embrace greater insights and efficiency into your guest experience with industry tools designed to seamlessly gather and respond to reviews, social media, feedback, and sentiment.

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Financial Intelligence

Compare your performance by location to your competitors and get insights that will help you bring more customers to the table.

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Review Management

Engage with your customers in real time. Never miss a (negative) review again! Keep an eye on the latest social conversations, trends, and brand mentions

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Restaurant Guest Experience Platform

Create Better Guest Experiences to Grow Your Sales

GuestXM Blog

Navigating Industry Performance Amidst Weather and Economic Challenges

January offered little clarity in terms of the current health of the restaurant industry from a year-over-year growth perspective.

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AI Self-Service in Restaurants: Enhancing Efficiency Without Compromising Customer Experience

As restaurants embrace AI self-service technologies to boost efficiency and navigate labor challenges, finding the delicate equilibrium between innovation and maintaining a personalized customer experience becomes imperative.

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Promising Start to 2024: The Restaurant Industry Ended 2023 on a High Note

December saw a 2.3% YoY increase in restaurant sales, amid weather-related nuances, while the industry anticipates leveraging a stabilized labor market for growth in 2024.

Read More