“Tablevibe created transparency and helped us understand how our new menu landed with our guests”
William Payne, Chief Operating Officer is motivated by the belief that sustaining and growing Jones The Grocer is all about making guest experiences his #1 priority. Here’s how Tablevibe enabled Jones the Grocer to achieve that very goal.
Hi William! Could you tell me a little more about Jones the Grocer? What’s the story behind your success?
Jones the Grocer originally started in 1996 in Australia, it was a passion project derived from a desire to run an unconventional grocery store, café and cheese room. It was the first of its kind serving fresh, simple, delicious, artisan food along with the best flat whites before they were even a thing!
The spirit of that very first Sydney store remains and can now be experienced in 23 venues across Australia, the Middle East, China and Singapore.
We want to immerse diners, shoppers and anyone who happens to stumble in, into incredibly good artisan food. We can’t wait to bring that experience to even more people going forward.
How important is feedback in creating amazing experiences for your guests?
Guest feedback is at the heart of everything we do. Feedback is a gift and by taking it seriously we create more opportunities to retain our customers. More than 60% of our revenue comes from repeat guests, so driving loyalty is very important to our business.
How did you collect guest feedback prior to implementing Tablevibe?
We used to have a hardcopy feedback form; a sheet of paper we would present to our guests alongside the bill. We also tried to keep track of all Google and Facebook reviews.
How does Tablevibe impact your business? Did anything change since you adopted it?
Tablevibe makes a very positive impact on Jones the Grocer in many ways.
First, it makes it much easier for my staff to deal with the logistics. Presenting a paper feedback form with every single bill is no longer needed. Guests scan the QR code, share their experience and I can review all feedback in Tablevibe’s online dashboard. It really is that simple.
Second, Tablevibe also helps us create more transparency. Removing paper forms with constructive feedback is no longer possible. Tablevibe provides the assurance that I get to see all guest feedback without any filtering by staff members.
What is a noteworthy piece of feedback you received via Tablevibe?
We introduced a new menu and Tablevibe helped us understand how it landed with our guests. Some of our patrons were dying to have our signature egg wraps and huevos rancheros back. Tablevibe was an important tool to make those voices heard. It drove our decision to bring those favorites back on our menu.
What is your highlight in working with TableVibe so far?
We acted on all feedback which was made available to us. Tablevibe really helps us create even better experiences for our guests. Last but certainly not least, you guys are really easy to get in touch with and it has been a pleasure to work with you.
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