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ServiceGuru kiosks provide brands access to customer feedback, ratings

May 13, 2019

The ServiceGuru kiosk is helping restaurant brands, such as Subway, not only get customer insight on the food experiences, but also on individual customer service.

In fact, according to the Arizona start-up, kiosk users are getting as much as 50 times more data and feedback than all other rating platforms and survey methods combined. For example, Subway franchises, in less than a year, are on track to gather 8,000 reviews per year compared to less than 50 online reviews, according to a press release.

"The results were so amazing we didn't believe them when we started seeing dozens of reviews that first week," said Michael Vanderslice, ServiceGuru COO and founder. "We pulled security video footage to confirm the results were correct and sure enough, customers were using the kiosk without being prompted, validating the numbers we were seeing in our reports."

The ServiceGuru kiosk lets customers rate individual employees on service received, and the data can prove valuable to the employees for improving skills and for store management when it comes to employee performance measurement.

Another benefit ServiceGuru provides is a ServiceResume. Employees receive reports that show how customers rate the service they provide.

"The Service Resume is such an important aspect of our platform since now employees can take pride in the service they provide and receive recognition for that work," said Vanderslice. "With around 92% of reviews being positive and the remainder being constructive feedback about how an employee can improve, it is seen as a teaching moment by managers and employees."

Customers can also provide contact information for loyalty or birthday programs at the food brand, which helps a restaurant expand its marketing list.

"Customers are also encouraged to rate the business online, thereby increasing and improving the number of ever important online reviews a business seeks. Businesses can also receive alerts when a service expectation is missed right at the point of service, improving the chance to win that customer back," stated the press release.