Sphinx reward customers for testing the quality

Wednesday, October 12, 2011 - 11:00

Sfinks Polska has introduced an author’s programme of testing quality of services known as “Quality of Taste” in its restaurants. The programme is based on the rule similar to the „Secret Clinet’ test with the difference that any customer registered in Sfinks database and invited by the company to take part in the test may become the pollster of „Taste of Quality’. By sharing the opinions about the quality of meals, staff behaviour, and offered promotions, guests enter simultaneously to Sfinks appreciation programme. When guests give back their filled questionnaires, Sphinx in return gives them points which may be exchanged for attractive prizes such as: gift certificates to restaurants or SPA, game consoles , iPOD’s, or hot air balloon flight.

Initiation of the programme was preceded by a few months’ pilot survey thanks to which Sfinks verified the programme’s principles and created the base of almost one thousand pollsters. ‘Taste of Quality’ programme will be held in quarterly editions, one of which will last to the end of 2011. Customers of Sphinx, WOOK, and Chłopskie Jadło restaurants invited to take part in the test who want to enter the programme should register in the application available in the Internet. After the visit in one of the chosen restaurant, guests login again in the system and fill the questionnaire concerning the quality of services, taste, dishes availability, cleanliness, design and atmosphere of the restaurant, and current promotional offer, among other things.

- ‘Quality of Taste’ is a programme who aims at winning interesting objective information from a wide group of customers who usually dine in our restaurants. We expect that customers being the co-authors of high quality services in our restaurants will at the same time promote our brands.. We want to favour the guests who devote their time and share their opinions with us; that is why, we have connected ‘Taste of Quality’ programme with the appreciation programme. Points scored for filling the questionnaire, customers may exchange for prizes – explains Dorota Cacek, the Vice-Chairman of Sfinks Polska.

By entering the programme and giving back the questionnaires, customers score points for each bill paid in the restaurant. Invitations and gift certificates to Sphinx, WOOK, and Chłopskie Jadło restaurants, many non-cash prizes such as: digital camera, game consoles, iPOD’s, household and RTV articles, fitness devices are among the wide range of prizes in the first edition of the programme. For the most active participants of the programme, event attractions like SPA & Travel gifts, or hot air balloon flight, are included in the offer. The prize offer will change in next editions of the programme in order to become more attractive for our regular customers and encourage them to continue taking part in the test of quality.

- Awards in consumer rankings gained by our restaurants, such as: Złoty Laur Klienta 2011 (Consumer Golden Laures 2011) or Godło Jakości Obsługi that is given to us third time, are the reasons to be proud, but also this is a positive motivation for further work. We set high standards for ourselves and we want to measure standards in particular restaurants in order to know if they are good enough for our customers. Although, general rate of customer’s satisfaction from our restaurants’ services indicated 94% in the pilot survey preceding the first edition of ‘Taste of Quality’, we are sure that we want to still improve it. We know that we want to be still better. Our aim is to achieve the position of an unquestioned leader in the service quality respect in the segment of chain restaurants, adds Dorota Cacek.

Wed, 2011-10-12