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A review and recommendation tool for restaurant clients and owners

Pikionis Petros-Platon

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Summary

We describe the design and implementation of a web application, which provides insight and information to business owners that belong in the food and beverage sector. This is achieved by means of questionnaires given to customers of such businesses. The feedback provided by customers involves the location and service quality of a business, the price-to-quality ratio, as well as their opinion on dishes/beverages that are unique to said business. While many other competing applications in the FnB sector are able to provide data in the form of customer reviews, they do so in an unorganised manner, and ultimately fail to be of much use to business owners. In my opinion, the first step to improve a business through customer feedback is to dissect the business in its core features, such as the aforementioned quality of food, quality of service, etc. Afterwards, there needs to be a system of questionnaires designed to target each feature separately, so that the data extracted can be translated into statistics and graphs in a more accurate and digestible way. Ultimately, the development of our application strongly focuses on these two points.Making use of our application begins by coming in contact with a business owner, in order to better understand what his business’s unique selling points are. Building on this information provided, a set of questionnaires is created for each selling point. After consulting with the business owner, we decide on the different products that will be included in our application. Each product will be linked to a specially created questionnaire component. The final questionnaire given to the customer takes its form by combining all the questionnaire components relative to his dining experience. In practice, when a waiter takes an order, data is sent to our application, which takes upon the task of figuring out if there are any products in the order linked to questions, and a final questionnaire is created. Through this process, business owners will have a mapped out illustration of customer feedback in their hands. The information provided takes its form using multiple graphical techniques, such as histograms, pie charts etc.This approach to customer reviews is what makes our application unique and superior to other software options. Most tools or applications limit their functionality to just asking for a rating or to leaving a basic review of their dining experience. Visible improvement in the qualities and services of a restaurant necessitates the proper collection and processing of the data provided by customer feedback. Improvement is a multi-step process that involves communication between customer and business owner. This communication guides improvements of the customer experience and can empower positive change in any business - even (and especially) when it’s negative. This is the fundamental principle behind customer feedback.Ultimately, our application will also have the ability to interact with customers in response to the review they left.

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