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Steps of service

What is Steps of Service?

  • Steps of service questions measure the performance of each venue and/or team members' overall service

  • Steps of service are only yes/no or yes/no/maybe style questions

  • These questions, unlike NPS, are out of 100%

  • Aim for a minimum of 90% positive responses to each question (then it will display in green)

  • Some products are not able display individual team members, only venues

Service > Question Analysis
  • This table displays the responses to questions asked to guests related to following a specific step to provide great service. 
  • In the example below, in the last week this specific venue has had ''Did you receive everything that you ordered?" asked 38 times and 84% of the time it was asked, guests answered 'yes'. 
  •  To increase their score, the venue should implement changes such as
    •  Double check each item ordered has been given to a guest.
    • They may have a food runner dedicated to checking order accuracy
    • Each server should check back with every table to make sure they received all their items

Team Analysis
  • Likewise, the team analysis section of Service, does a similar measurement but breaks it down to individual venues or Team Member. In the example below, you cam see that overall for this venue, only 2/5 steps of service questions are being met.
  • This means that there are 5 total questions relating to steps of service and that each service is successfully completing 2 steps of service but improvement is need on 3 of the 5 questions. Each server/venue will have the opportunity to see which steps of service they need to improve on by clicking on a servers name.

When looking at shorter time periods you will see variance in number of steps of services.
  • In the example below you can see that Venue 1 has hit 9/10 steps of service of their step of service while Venues 4 & 5 have scored 8/9 of their steps of service.
  • This means that over the last 7 days at Venue 1, only had responses to 10 of the 15 steps of service questions. 
  • This can be due to way questions are set up to only display at certain venues or that enough responses haven't come through for that venue to get a response to all 15 questions yet.

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