Feedback is an essential part to improve any business especially restaurants. It helps you reinforce what you’re doing well and helps you change what you’re doing not so well. Surveys help to capture user feedback in an effective way and helps to reduce the gap between perception and reality.

Restaurants can now deploy Punchh Instant Surveys to gain real-time feedback from guests directly from their mobile applications.

With Punchh Instant Surveys, restaurants can now easily create surveys, track responses and gain business insights. By presenting easy to use surveys on a mobile app at the moment of purchase, response rates will go dramatically higher than traditional website based surveys.

Punchh has launched ‘Instant Surveys’ which would help to identify and improve key business metrics:
a. Net Promoter Score (NPS)
b. Performance measurement across various parameters – food quality, ambience, service etc.
c. Measure and Improve customer satisfaction level

Instant Surveys - Overview

How ‘Instant Surveys’ helps in driving business?
Restaurants can gain feedback from a specific customer segment, location or menu item to determine and improve customer satisfaction.
• Send surveys to a specific user segment (Example: Based on membership level, demographics, high valued customers etc.)
• Conduct surveys based on Menu Item (Example: Conduct surveys for a newly launched menu item)
• Conduct surveys based on location
• Conduct surveys to determine Net Promoter Score (NPS)

How ‘Instant Surveys’ will be triggered to the user using Punchh?
A. Survey can be triggered after check-in event synchronously
(Eg: User makes a checks-in and the survey is triggered instantly before ‘Rating & Review’ screen)

B. Survey can be triggered by sending a push notification to the user
(Eg: when the user interacts with the push notification by swiping it open directly or from ‘News & Offers’ page, then a survey will be triggered to the user)

C. Survey can be triggered via Beacon (Entry or Exit event)
(Eg: When the user enters/exits a beacon area, then a survey can be triggered to the user via push notification)

D. There is a provision to attach surveys with all types of campaign using push notification (like Signup, Referrals etc.)

Survey - Apps

Thus, Instant Surveys’ helps business to measure the right feedback metrics (like NPS) in an effective way.

Campaigns are customizeable programs to reach out to a specific customer segment to drive business value. Businesses can run various campaigns to boost sales, bring back lapsed users, add new customers through referrals et al.

Campaign measurement plays a vital role to identify the user participation and engagement.

Campaign Notification funnel will help to derive the notification reach and open rate.

Campaign Notification Funnel

For most restaurateurs, a point-of-sale (POS) system is the most expensive technology investment they will make.  While a POS is crucial for a restaurant to run efficiently, how do you make sure that you’re getting the best Return on Investment (ROI) from it?

To discuss these questions and more, I recently joined a radio show hosted by We Sell Restaurants called “POS Systems – the brain of the restaurant”.   Restaurant Brokers Eric and Robin Gagnon hosted the show, and also invited Jared Isaacman, CEO of Harbortouch POS and Paul Roberts, Next Gen Dine, a mobile POS provider.


Here’re a few excerpts from the interview:

1) Question: What are some of the ways restaurants can use technology to make the most of their POS systems?

Sastry: Restaurants need to find a way to use the information provided by POS systems to improve their relationship with their customers and keep them coming back.

2) Question: What are your thoughts on information, besides sales data, from POS systems and how restaurants can use that data to bring customers back?

Sastry: A POS has a lot of rich data including how many transactions a restaurant processed on a given day or a given week, or how much revenue was generated on a given day or at a specific location. When we are talking about unlocking this information and adding value to it, what we are doing is helping restaurants move from ‘looking at data’ into “understanding customers”. It’s one thing to understand what was sold, for example, 100 burgers in the last hour; it’s another thing to understand that a customer named Samantha is loyal to the restaurant, has come four times within the last month, spends an average of $21 each time, and loves the Garden Burger. This is what we mean when we say “unlocking the information.” It enables restaurants to look at their customers as “people” instead of data. Once restaurateurs understand what a customer likes, they have the opportunity to offer a side dish with his or her regular order at a discounted price or offer the dish on days the customer usually does not come to the restaurant. The goal is to make personalized, 1-1 offers based on what you know about each customer instead of handing out BOGO coupons en masse to all customers.

3) Question: How can a business owner deal with all this overwhelming ways to interact with the customers (gift cards, social media promotions, etc)?

Sastry: In the past, coupons were the only marketing that most restaurants typically did, and there were printing costs and the costs of hiring an agency for creative etc. Coupons are expensive and on top of it, restaurants couldn’t measure how effective they were. While technology nowadays has reduced the costs of delivering these kinds of offers, customers are now being bombarded with offers and have learned to tune them out. Therefore, the challenge for restaurant operators is not so much offering more coupons, but to figure out what are the most relevant offers to each customer and how to offer them at just the right time. Platforms like mobile CRM enable restaurants to tailor offers to each customer , deliver them at the right time, and track their effectiveness.

4) Question: Is there an apprehension from the consumers or restaurant operators about security and hacking the data from digital wallets?

Sastry:  Absolutely, consumers are concerned about security of digital wallets but the bigger issue for consumers is that they don’t think that digital wallets provide a much bigger advantage than merely using a credit card. We need to think about the utility of mobile wallets. In order to make digital wallets work, you have to provide an incentive for the consumer to use it.  So tying in specific types of rewards for consumers that are tied to frequency, spend or other special behaviors is critical to driving usage.

To listen to the full interview or to download the podcast,  go to:

Traditional marketing is predictable, calendar-based, and set in stone. It’s about creating promotions for specific events such as the Super Bowl or the Fourth of July.

Nothing wrong with those, but nothing new either.

Dynamic marketing is the opposite.  It reacts to new opportunities, changing circumstances and personal customer preferences to maximize the moment a customer engages with a brand.

Here’s an extreme, yet excellent example:

During the 2013 Super Bowl, the Superdome in New Orleans lost power, leaving the stadium lit only by emergency lights and delaying the game for 34 minutes. Assuming fans everywhere might be bored while waiting for the action to return, the Oreo cookie brand tweeted the message, “You can still dunk in the dark.” The message was retweeted 15,000 times, and the brand’s cadre of Instagram followers leapt from 2,000 to 36,000 followers in one day. Over the next few days, some 150,000 pictures of Oreo cookies being dunked surged through social media channels.


Quick. Relevant. Engaging. These describe dynamic marketing.

Mobile helps you find dynamic marketing oportunities anytime anywhere. Here’s how:

1.  Know every customer – demographics (name, age, gender, marital status, hobbies, likes, etc), transactional information (orders and spend at restaurants), and social media graphs (friends, favorite places, restaurant reviews).

2. Pinpoint a customer’s location. Technologies such as Geo Fencing and iBeacon help you know when a customer is near or enters your restaurant.

3. Execute a 1-1 promotion instantly and automatically. An automated system can send a targeted, customized, and limited-time offer to those customers as they pass by the restaurant. Here’s an example of a dynamic marketing offer:  An ice cream special that targets moms between 3-4pm (just as they are picking up their kids from school), when it’s over 80-degrees outside.

Mobile makes your campaigns not only dynamic, but also fully measurable. Unlike TV, print or radio ads whose response rates are difficult to gauge accurately, mobile-enabled campaigns are targeted, timely, and relevant to your customers. Additionally the response rates are typically 10 times greater than the common 2 percent response rate from email—and 100 percent verifiable.

With targeted push notification campaigns to customers whose preferences are automatically established through recent orders, our clients consistently report 20 to 25 percent customer response rates.

With mobile-enabled dynamic marketing, you can test, tweak, and optimize your campaigns. If an offer doesn’t work well, operators can re-do the campaign by tweaking the offer or the audience within just minutes.

If you want to make your marketing dynamic with mobile, get in touch with us.

We just made the Punchh Dashboard a lot more awesome!  You can manage your customer relationships a lot easier.

Here are some of the cool things you’ll see:

Faster navigation across various screens and detailed views:

Side Navigation Bar - Menu View  Side Navigation Bar - Expanded

Quick summary of all the key statistics about your customers: 

Key Statistics - Tiles

Trends for key program statistics 

Trends For Key Statistics

Deep dive into your customers’ 360° profiles

Customer Profile

Know which devices your customers are using (breakdowns for Android, iOS, and specific devices):

Device Distribution 

Soon we’ll be adding more cool features, such as:

– Total spend from newly referred customers

– ROI from your program and campaigns

– Total bump in sales from the programs

– Custom colors for your dashboard

Go to, and log into the punchh dashboard.  Try it out and let us know what you think, by emailing us at

Today, Punchh is making Real-Time Alerts available to all operators, within its Mobile CRM Platform. With Punchh’s Real-Time Alerts, operators can manage negative word of mouth easily, and turn unhappy customers into happy and loyal customers.

Punchh’s Real-Time Alerts automatically alerts operators in real-time when customers write negative reviews.  Here’s how it works:

  1. Using a restaurant mobile app developed by Punchh, restaurant guests can earn loyalty points and write tweet-sized reviews that they can share with their Facebook friends.
  2. When a customer writes a review, Punchh’s Sentiment Analysis engine automatically scans the incoming feedback, identifies negative reviews, and triggers Real-Time Alerts that are instantaneously forwarded to the restaurant staff and/or managers (operators can select who needs to be notified).  The notifications are sent via SMS, Fax, or Email.  The email contains information about the customer, their comment text, the location and time the comment was left. This will enable you to take corrective measures and ensure customer satisfaction faster than ever before.
  3. Once the staff member get the notification, they can quickly respond to customers via email / push notifications or just walk over to the customer in the store.
  4. After they take corrective measures, they can also gift the customer to compensate for the poor experience.

Punchh - Sentiment Analysis and Real Time Alerts - 010914

So Punchh has just made it dead simple to manage negative word of mouth!!

Everyone loves the perks of great loyalty programs but gets bogged down carrying (and losing) countless punch cards. Thanks to smart phones, any restaurant brand can launch a mobile loyalty program, and engage more customers than they ever could did with traditional punch cards.

Not all loyalty programs are created equal – what works one brand or a specific customer segment doesn’t work as well for another brand or another customer segment.

With Punchh, customizing loyalty programs for specific brands and customer segments is simple, fast, and easy.

Here are a few types of loyalty programs:

Visits-based programs:

Objective:  To drive customer frequency.

What:  Customers get a reward after a certain number of visits – the exact number of visits before a user earns a reward.

What type of brands: For concepts where simplicity of the rewards program is key.  Typically used by QSR brands (incl. Pizza), habit-forming purchases (e.g., coffee).

Best practices:

  • Getting the number of visits for reward eligibility right is key, so that customers feel that the reward is well within reach e.g., 7-8 visits vs 12. Even if the target is 12, the brand can “gift” punches based on other actions such as registering via Facebook etc so that the customer feels that the reward is well within reach.
  • Keeping the number of visits for reward eligibility too low, can result in lower Return on Investment (ROI)
  • Having a minimum spend (e.g., close to the average check size) to be eligible for a punch can also be useful, to prevent very low spenders from getting the same rewards as higher spenders e.g., customers who only order a soft drink

Visit-Based Restaurant Loyalty ProgramsVisit-Based Restaurant Loyalty Programs

Spend-based programs:

Objective:  To drive customer spend

What:  Customers get a reward after a certain amount of spend – e.g,, 5 points for every $100 spend.

What type of brands: For concepts where the menu item pricing varies a lot. Typically used by fast casual and casual dining brands.

Best practices:

  • Tuning the total spend amount for reward eligibility so that it is not so high that it discourages customer participation
  • Keeping the total spend for reward eligibility too low, can result in lower Return on Investment (ROI).
  • Flexibility to redeem different rewards based on the number of points that are redeemed e.g., rewards for 25 points for an appetizer, 50 points for a memorabilia, or 75 points for an entrée etc., versus just having a single reward type after earning. Customers value different things
  • Rewarding only specific day parts or specific menu items can build customer loyalty for less-busy periods


Spend-based restaurant loyalty programs

Tiered-spend based program:

Objective:  To drive customer spend and to reward customers, based on tiers of spend levels (time- and total- based)

What:  Customers get a reward after a certain amount of spend – e.g,, 5 points for every $100 spend and additional rewards for spending a given amount within a specific time period – e.g., 20% higher points for customers who spend $150 within a 3-month period or well above the average check size in a single visit.

What type of brands: For concepts where customer spend-levels vary significantly and customers seek to display status and/or seek exclusivity , e.g., group dining, business customers etc. Outside the restaurant industry, airlines and luxury hotel brands have tiered-spend loyalty programs.

Best practices:

  • Big delta in total spend required to be promoted to higher tiers
  • Exclusive rewards for higher tiers as well as exclusive menus/items for purchase
  • Recognition of customers who are in higher tiers (e.g., American Express Black)
  • Transferability of rewards to other exclusive third-party brandstier_based

Tiered-spend based restaurant loyalty programs

Special loyalty programs:

With Punchh’s mobile CRM platform brands can also implement other types of loyalty rewards, such as Surprise and Delight and rewards for other actions such as putting a heavy premium on referrals, reviews,  likes, shares, gaming, online ordering, pre-pay, and surveys.

Today we’re breaking out the bubbly at Punchh. Mobile Commerce Daily just announced their rankings of the Top 10 Mobile Loyalty Programs of 2013 Year to Date!!  And our customer Rita’s Italian Ice made it the Top 10, right along side BestBuy, Tesco, and Walgreens!!

So we’re sharing what Mobile Commerce Daily said:

Rita’s Italian Ice dipped its toes in mobile in March with a campaign for its annual Free Ice day that included QR codes to drive downloads of its new loyalty-based app.

The Rita’s Rewards app lets consumers track each regular Italian ice that they buy. Then consumers receive a free Italian ice on their eighth trip to a store.

In addition to receiving virtual punches for buying products, consumers can also receive a free punch for logging in via Facebook when they sign up for the program, which Rita’s Italian Ice is leveraging to spread the word about its mobile loyalty program.

Rita’s Italian Ice app stands out compared to others this year because of the incentive that the company has placed on driving repeat traffic that can be tracked and then be used to serve out rewards.”

Below are a few screen-shots from the app, which you can download from the iTunes App Store or Google Play:






We love the food business, but there’s something else we love just as much – building cutting-edge software.

There’s much buzz around big data everywhere. But the big problem is that until now, big data analytics has mostly been about tools for large companies with big budgets. We are making big data just work for brick and mortar businesses, without requiring them to be IT savvy or data scientists.

Last week we announced a new product for Big Data Customer SegmentationTM. With this new capability, restaurants can not only get a deep understanding of their customers through demographics, frequency, spend, orders, social media reviews, and referrals but can also create and target micro-segments, based on ordered items SKU/PLU, spend, and other demographic and behavioral characteristics.

Within minutes, a restaurant CMO can drill down into store or customer-level insights, create micro-segments of their customers, and target them directly on their smartphones with personalized offers. For example, he/she can quickly identify which of the customers order a turkey avocado sandwich, and send them an offer for adding potato chips.

Punchh - Customer Segmentation