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

What CFOs Need to Know About CX’s Impact on Revenue, According to Actual Sales & Traffic Data

Restaurant executives tend to know customer experience is important, but quantifying its impact remains a daunting challenge for most. Fortunately, our data brings clarity to this complex issue.

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April’s Sales Gains Driven by Check Growth, but Value-Centric Restaurants Lead in Traffic Growth

Although the US has managed to avoid a recession so far, and employment numbers remain robust, consumers are still insecure about the economy. If brands have no choice but to raise prices, their focus should shift to delivering other parts of the value equation.

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Q2 2024 State of the Restaurant Industry: Steady Sales and Check Growth, Off-Premise Remains Key Opportunity

Here’s a comprehensive recap of the most pressing trends affecting the industry and key takeaways from our State of the Industry (SOTI) briefing.

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