Improve Customer Retention with Upserve's Magic Quadrant
13 julio 2020
Improve Restaurant Customer Retention with Upserve’s Magic Menu Quadrant
You work hard to create great customer experiences, outstanding service, a warm and inviting atmosphere, and above all else great food. Shouldn’t you know which menu items are best at bringing customers back? After all, building restaurant customer retention is at the heart of all of your business decisions, isn’t it?
Restaurant customer retention is an important part of your business and can be affected by many things, including your menu. A Harvard study of the restaurant industry revealed that if you can grow your repeat customers by just 5%, you can increase your profits by 25% to 125%.
With Upserve’s Magic Quadrant it’s now easy to see which menu items are best at bringing customers back, which are driving the most sales, and which you should 86.
How The Magic Quadrant Works (And How You Can Build Customer Retention)
The Magic Quadrant pulls information from your POS system and the payments network for seamless tracking on all orders. There’s no new equipment and no new training needed to understand the simple grid that shows popularity and retention in a single view. Look at specific periods of time and sections of your menu like appetizers, desserts, wine or cocktails to identify trends across your menu over time.
The Magic Quadrant breaks your menu down into four easy-to-understand categories:
- Greatest Hits: These items are most popular and have the highest retention. Maybe it’s the grass-fed beef in your burger, or the crispness of your fries; whatever the reason, your customers order these items a lot and return for them often.
- Underperformers: These are items that aren’t that popular and don’t bring people back, either. They are worth a second look but it might be time to retire them and try something new.
- Hidden Gems: These items are the secret performers on your menu. They are well-liked amongst your guests and bring them back often, you just aren’t selling enough of them… yet.
- One Hit Wonders: The name kind of says it all; these are items that people order a lot, but don’t come back for. Interesting enough for diners to give a try, your chef may not have nailed the execution on these yet, and it’s worth a tweak.
How To Use Upserve’s Magic Quadrant
- Menu Inspiration: Your Greatest Hits are a good place to start for new menu item inspiration. See which proteins or seasonal veggies are most popular, or use it to see which preparations (roasted, grilled, or fried) are tickling your customers’ taste-buds.
- Better Server Training: Use the Hidden Gems quadrant to make training adjustments and guide your servers to better performance. Focus your valuable training time on your best performing dishes and make sure everyone on your team knows exactly how to sell the right dishes to the right guests to bring them back.
- Improve Menu Descriptions: Something about One Hit Wonders’ descriptions entice people to try them, often. You can take some cues from these items to nail the descriptions on the rest of your menu.
- Make Smarter Recommendations: When a first time guest asks for advice on what to order, recommend a Hidden Gem or a Greatest Hit, never a One Hit Wonder. By recommending a dish with a high retention rate, you’re more likely to turn a first time customer into a loyal regular!
- Quality Control: One Hit Wonders are also a great place to spot product and preparation issues. Is your seafood purveyor not up to snuff? Or is your line cook not cleaning the shrimp properly? This section of the quadrant is a great place to do a quality check and make sure everything is up to your standards.