How Restaurants Can Collect Customer Feedback During A Pandemic

Over the course of the coronavirus pandemic, restaurants have had to adapt their operations to ensure the safety of their customers and employees. It hasn’t been easy, but it has been necessary. 

In addition to the usual challenges of keeping a restaurant running, restaurateurs now also have to worry about customers who may be hesitant to come out and eat for fear of safety. The statistics reveal all – in fact, seated diner volume dropped by 19% between 2019 and 2021. 

In order to maintain your customer base and get the feedback you need to improve your operations in these difficult times, you should consider collecting customer feedback safely and remotely. There are a number of ways you can do this. 

Read on for some tips on how to get feedback from your customers (while keeping everyone safe!)

Online Surveys

One way to collect customer feedback is through online surveys, which can be done on your website or through an app like Survey Monkey or Google Forms. You can send out a survey to all of your customers, or you can target specific groups; for example, customers who have visited your restaurant in the past week. 

To keep track of different metrics of responses, such as the location of your customers in relation to your restaurant, we recommend using complete feedback management tool like Retention360. We offer detailed reporting that lets you analyze customer sentiment and prioritize who to respond to first..

When sending out a survey, be sure to make it short and easy to fill out. You should also make sure it’s easy to respond to, as this will encourage more people to take the survey. In addition, be sure to ask specific questions about your restaurant’s operations during the pandemic:

  • How was your experience at our restaurant?
  • Did you feel safe coming out to eat?
  • What did you like or not like about our food?
  • Did you feel that our staff was helpful and polite?
  • Would you recommend us to your friends?


You can also collect customer feedback via email. This is a great option if you want to gather feedback from customers who live far away or who are unable to come to your restaurant. You can send out a survey or questionnaire and ask customers to reply with their thoughts and opinions. 

This option also allows you to collect feedback over a longer period of time without pressuring customers to come in person or stay longer than they would normally.

Keeping in touch with your customers is essential, especially during a pandemic. By collecting customer feedback, you can ensure that your restaurant is meeting the needs and expectations of your customers. 

Virtual methods of collecting feedback, such as email or surveys, are a great way to make this process easier for both you and your customers. 

Retention360 offers services that can take the hassle out of customer feedback management through the customer support team service. This service allows feedback to be collected and sorted in a more manageable way, ensuring that customer concerns are addressed in a timely manner through keywords and tagging.


You can also collect customer feedback by telephone – a great option if you want to get feedback from customers who live close by. You can call customers and ask them about their experience at your restaurant for easy and instant feedback. 

Phone calls may seem old-fashioned, but you’ll avoid the struggle of being ignored by customers who didn’t consent to a virtual survey beforehand. If you’re looking for a more personal touch, this might be the perfect method. However, there are a few drawbacks. 

First, you’ll need to have someone who can make calls and talk to customers. This takes time and manpower. Second, some customers may not be available to answer your questions. This can lead to incomplete data. 

Despite these drawbacks, telephone surveys can be a great way to let your customers know that you’re interested in their feedback.

In summary

In the current climate, reaching people on a personal level is key to your success in the hospitality industry. Restaurants should consider how they can collect customer feedback to ensure that they are providing the best possible experience for those who are still dining out. 

To do this, consider utilizing surveys, social media, and even phone calls to get feedback, as these can all help you to make any necessary changes or improvements to keep your customers happy and coming back. 

Let Retention360 help navigate and manage the heavy lifting while you focus on your customers. Request a demo of services today!

Tony Castiglione

Tony Castiglione