topic Re: Return Guest Metric in Restaurant Operations

Return Guest Metric

leestanish — Mon, 04 Mar 2024 18:04:00 GMT

Hi. It seems Toast tracks so much....but I've not been able to find a way to give myself a base metric for how often a customer returns to our store. I looked into tracking credit cards, but Toast turns these into encryptions for safety. It would be great to have a spreadsheet of customer visits, so that we could sort over say 3 months or 6 months and look and determine an average guest return metric. Anyone have ideas?

Re: Return Guest Metric

rcmck — Mon, 04 Mar 2024 22:15:30 GMT

The guestbook would be helpful depending on your main source of orders, if you use mobile ordering, online ordering or loyalty.

Re: Return Guest Metric

leestanish — Mon, 04 Mar 2024 22:55:25 GMT

The Guestbook only accounts for loyalty member. It would be a decent function. But when you query its data, it doesn't seem like "clean data". Customers who are here weekly (by my seeing) come up on the "not been here in 3 months" query.

I'm not sure what the percentage is of loyalty use vs not.....but there are many customers who are not loyalty rewards members.

Return customer rate is such an important KPI for a small restaurant business. We need this function....

Re: Return Guest Metric

Sydney042100 — Tue, 05 Mar 2024 02:01:46 GMT

We use guest book manually, "add new customer" and then inputting their phone number every time they come in. For example at my shop- John Doe had ordered 263 times, his #1 item is Destination IPA, visits every 2 days with an average spend of $80.

We've trained our staff to do this with our Mug Club member program. They all have a card that has their phone number on the back for seamless look up and tab creation! Hope this helps!