The application and the site TheFork, formerly called La Fourchette, offers restaurant owners the ability to manage their customers' reservations. This application has become very important for restaurants, as it allows them to increase their online visibility and stimulate reservations to increase their occupancy rates. The aim of this article is to help you understand how this application works and you provide effective strategies for responding to your reviews on The Fork.
How does TheFork work?
The importance of online reviews for restaurants and similar establishments
How do I respond to customer reviews on The Fork extranet?
Structure of responses to customer reviews on The Fork?
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The Fork is used by customers to reserve and find restaurants based on a location. Users can book directly on the application or via the website www.thefork.fr by searching for the location and/or name of the restaurant or the name of the cuisine. The application allows you to book from a smartphone very easily!
For example, Paris - World Cuisine or Paris — Diwali restaurant.
Once the restaurant is found, the user can make a reservation. For every booking on The Fork, customers earn YUMS. THE YUMS are loyalty points that are then converted into discounts. Users can take advantage of these discounts at the platform's partner restaurants. They have access to their YUMS history and their activities on the application or site.
For managers of catering establishments, The Fork offers specific functionalities to manage their presence on the platform, manage reservations, and interact with customers. Here are some of the main sections you can find on The Fork:
- Restaurant Dashboard: Restaurant owners can manage their establishment details, such as restaurant information, opening hours, menus, photos, and contact details, from this interface.
- Reservations Management: Managers can view current reservations, new requests, and related details. They have the ability to confirm or refuse reservations and manage table availability.
- Promotions and Special Offers: Managers can create and manage special offers, discounts, or promotional events to attract customers through the platform.
- Review Management: Owners can also monitor customer reviews, respond to comments, and manage their business's online reputation.
- Statistics and Reports: A section that provides statistical information and reports on restaurant performance, such as reservation rate, table occupancy rate, customer reviews, etc.
- Event calendar: If the establishment organizes special events, this section will allow managers to plan, promote, and manage the associated reservations.
- Billing and Payments: A section to manage aspects related to billing and payments for the services offered by The Fork.
- Notifications and Alerts: Managers can receive notifications and alerts for new reservations, changes, or cancellations, as well as other important information.
- Customer information section: The search section allows you to search the customer file using their name, telephone number or email.
- Promotion and communication: Managers can create email campaigns to send emails to their customers
On The Fork website, restaurants also have access to general statistics that provide an overview of customers and their reservations. The platform also offers more precise statistics such as: the number of cancellations, Nn shows, coverage, customer statistics on dinner or lunch, reservations, comments, or your performance on The Fork. To access the statistics, you must click on the small bulb at the bottom of your menu, then “statistics”.
On The Fork, customers can view the reviews left for each restaurant and the ratings given to them. These reviews play a crucial role in the decision-making of future customers.
Customers who share their reviews can help future customers decide when looking for a restaurant. Customer reviews are also consulted much more than the company's website.
Also, a presence on The Fork offers several advantages for your establishment, including:
- Increased visibility: The Fork has a large community of users looking for a restaurant. Being listed on this platform increases the visibility of your establishment and allows you to attract a greater number of potential customers.
- Simplified reservations: The Fork offers an easy-to-use online reservation system for customers. The platform improves the booking experience and makes planning easier for customers who can reserve a table in just a few clicks.
- Optimized reservation management: Restaurants can use The Fork's reservation management tools to efficiently manage incoming reservations, reducing the risk of overbooking or confusion.
- Reviews and ratings: The Fork allows customers to leave restaurant reviews and ratings. Having positive reviews can help boost your restaurant's reputation and attract new customers.
- Promotions and special offers: The Fork often offers promotions and special offers for restaurants listed on its platform. This can encourage more customers to choose your restaurant for their meal.
- Customer follow-up: The platform offers analysis tools that allow you to better understand customers, their preferences and habits. This information will help you tailor your offers.
In conclusion, a presence on The Fork guarantees you better visibility, simplified reservation management, possibilities of targeted marketing and a better customer understanding. All of this contributes to improving your success and profitability.
On The Fork/La Fourchette, there are two ways for customers to find restaurant reviews. They are visible on the app, TheFork website and on TripAdvisor.
Only people who booked withTheFork or paid via TheFork PAY can give a rating and leave a review about their experience. Restaurants therefore have less risk of having false reviews!
Encouraging customers to post reviews on The Fork can be beneficial to your restaurant's reputation. Here are some strategies to encourage them to do so:
- Ask politely: Your staff can kindly remind customers at the end of their meal that they can leave a review on The Fork to share their experience with others. Make sure to do this in a subtle and non-intrusive way.
- Include a thank you card with the bill: This is a nice way to remind customers of the importance of their opinions.
- Offer special offers: You can offer a small discount or perk to customers who leave a review to encourage them to participate. Make sure this is clearly communicated, but avoid making it seem like you're "buying" positive reviews.
- Display small stickers or information in the restaurant: These stickers let customers know that you appreciate them sharing their opinions. You can put these stickers on each table.
- Sharing on social networks: Share on social media that you value customer reviews of The Fork and encourage them to share their experiences online. You can also include reviews from previous customers in your publications. It’s proven that the more positive customer reviews you share on social media, the more likely other customers will be to leave you a review.
- Reply to existing reviews: By responding positively and professionally to existing reviews on The Fork, you show that you take customer feedback seriously, which may encourage more customers to leave their reviews.
It is important to respond to all your customer reviews on The Fork and TripAdvisor for several reasons. This increases visibility of your restaurant, make loyal your customers, reassures them from future customers’s negative reviews and increases your turnover.
Responding to your reviews also improves your ranking:
"We conducted an experiment at SoLike. As part of a mission to improve the e-reputation of a hotel, we responded to all the reviews of a Parisian establishment for a year on the TripAdvisor site. From overnight, they went from rank 1,204 to 920 out of 1,800 hotels ranked by TripAdvisor in Paris.
A study carried out by Harvard Business Review also proved the impact of review responses on a business's sales.
The study's authors say: "We examined tens of thousands of hotel reviews and responses from TripAdvisor, which uses a rating scale from 1 (Very Bad) to 5 (Excellent). On TripAdvisor, hoteliers often have a good response rate: around a third of reviews receive a response, and almost half of hotels respond to reviews. By analyzing these responses, we found that when hotels start responding, they receive 12% more reviews and their ratings increase, on average, by 0.12 stars out of 5. The same goes for restaurants on TripAdvisor.”
To find out more about the impact of review responses on your revenue, here is an article about it.
Here are the steps to respond to your customer reviews from The Fork/La Fourchette extranet:
Step 2: Click on the “comments” tab
Step 3: Click “Online review”, choose a review, and click “reply”
Step 4: Reply to the customer's review directly in the response field
It is important to respect the response structure for your customer reviews on The Fork.
Example of a review for a restaurant: “The Tasting Menu is a very nice discovery. We let ourselves be surprised by what we are not used to and it is a very pleasant, simple and fuss-free experience. An address that will satisfy you if you like gastronomy and have an appetite.”
Example response: “Hello Sir, Thank you very much for taking the time to share your opinion on our restaurant.”
Example answer: “We are delighted to know that you enjoyed our Tasting Menu. It is a pleasure to read that you were pleasantly surprised by the flavors and culinary experiences we offer. Your description of a simple, no-fuss experience delights us, as this is precisely the atmosphere we aim to create for our guests.”
Sample answer: “Our team of chefs and staff are dedicated to providing a memorable dining experience every time you visit. We make it a point of honor to select quality ingredients and create dishes that awaken the taste buds of our guests.”
Example response: “We hope to have the pleasure of welcoming you again so that you can continue to explore our cuisine and discover new taste surprises.”
Example response: “Once again, thank you for your kind words and your visit to our restaurant. The restaurant team xx”
Example of a customer review: “2 of us came on a weekday evening. It's an Indian all-you-can-eat buffet. Where the food is quite good, the choices still remain limited for this type of restaurant.
The staff are really nice and we were made to feel very welcome.”
Example response: “Dear customer, First of all, we sincerely thank you for taking the time to share your experience following your visit to our restaurant.”
Example response: “We are delighted to see that you appreciated the quality of our Indian all-you-can-eat buffet as well as our warm welcome. Your compliment on the quality of our food is very gratifying for our kitchen team, who work hard to deliver authentic and delicious flavors.”
Example response: “We are also happy to know that you were well received by our staff. We pride ourselves on providing friendly and attentive service to all our customers, and it is encouraging to know that our efforts have been appreciated.”
Example response: “However, we note your observation regarding the variety of choices at the buffet. Your feedback is valuable to us and we will strive to improve our offering to better meet your expectations in the future.”
Example response: “We thank you again for sharing your impressions, and we hope to have the opportunity to welcome you again to offer you an even more complete and satisfying experience.”
Customer's opinion: Disappointing brunch: orange juice with an industrial taste, a so-called fine herb cheese cream muffin that I could have made at home, a flavorless dessert. 50 euros for two people paid for what we ate, that's a lot to pay. We will not return there.
Example response: “Hello, First of all, we sincerely thank you for taking the time to share your comments after having brunch with us.”
Example response: We are sorry to hear that your experience did not meet your expectations. Your feedback is important to us because it allows us to continue to improve our services. We would like to assure you that we make it a point of honor to provide fresh, quality products, and we are disappointed to learn that the orange juice and the fine herb cheese cream muffin did not satisfy you. We will take your feedback into account to evaluate and improve these items on our menu.
Example response: “We offer a selection of carefully prepared dishes, and we continue to work on constantly improving our offering.”
Example response: “Once again, we thank you for sharing your feedback with us and hope to have a chance to welcome you again to regain your trust. Cynthia from the restaurant xx”.
The commission charged by The Fork to restaurants may vary and depends on several factors such as geographic location, the size of the restaurant, the visibility sought and the additional services desired.
The Fork operates with a cost-per-reserved cover model, the restaurant pays a commission for each reservation made via the platform.
The commission may vary, but is generally between 2% and 20% of the customer's total invoice amount, depending on the factors mentioned above. You can contact The Fork customer service directly for more information.
You can contact The Fork / La Fourchette customer service directly via the website in the “Contact” or “help” section.
In the tab "?" at the bottom of the page on the left, you can also speak with a The Fork advisor.
Email-address firstname.lastname@example.org is also available if you are unable to access the chat on the website.
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- Thank you very much for your kind words! We are delighted to have been able to offer you a service that met your expectations.
- Your satisfaction is our priority. We are delighted that our team managed to make your experience enjoyable.
- We are delighted by your positive feedback on our service. Your satisfaction is a source of motivation for us.
- It's a pleasure to know that our service helped make your visit memorable. We hope to welcome you again soon.
- Your warm comment on our service encourages us to continue providing exceptional experiences. Thank you for choosing us!
- We are sorry that your experience did not meet your expectations. We take your feedback seriously and will work to improve.
- Your feedback is very important to us, and we sincerely regret the inconvenience you encountered during your visit.
- We deeply apologize for any issues you experienced regarding the service. Your experience does not reflect our usual quality standards.
- We take note of your comments and will investigate what happened to prevent similar situations from occurring in the future.
- Your feedback gives us the opportunity to improve. We thank you for informing us of the aspects that need to be rectified.
- We are delighted that our dishes were able to offer you an exceptional gastronomic experience. Your appreciation of the quality of our cuisine inspires us to continue innovating.
- Your compliments on the quality of our dishes touch us deeply. Every dish we serve is prepared with passion and attention to detail.
- Thank you for your kind words regarding the quality of our cuisine. We pride ourselves on using fresh ingredients to ensure an exceptional taste experience.
- It is an honor to receive your praise for the quality of our dishes. Our kitchen team constantly strives to raise our standards for the enjoyment of our guests.
- Your positive opinion on the quality of our cuisine is a source of pride for our entire team. We are delighted that our flavors were able to satisfy you.
- We are sorry that our dishes did not meet your expectations. Your opinion is valuable, and we will take steps to improve our kitchen.
- Your opinion on the quality of the cuisine concerns us, and we apologize for any disappointment you may have felt. We will investigate what happened.
- We take your comments about the quality of our dishes to heart and we sincerely regret your unsatisfactory experience. We will work to rectify the situation.
- Your feedback on the quality of our kitchen helps us identify areas of our kitchen that need improvement. We thank you for sharing your observations.
- We are sorry that our dishes did not meet your expectations. We appreciate your constructive feedback and are committed to making improvements.
- We are delighted that our portions lived up to your appetite. Your satisfaction is our priority, and we are happy that you appreciated our generosity.
- Thank you for your kind words regarding the portions we serve. We want to provide our customers with a complete and satisfying dining experience.
- Your positive feedback on the quantity of our dishes encourages us to continue to offer generous portions. We are happy that we were able to satisfy your hunger.
- It's a pleasure to know that our portions met your expectations. We are proud to be able to offer you a hearty and tasty meal.
- Your appreciation of the portions we serve is a reward for our efforts. We hope you leave our restaurant full and satisfied with each visit.
- We apologize if our portions were not sufficient to satisfy your appetite. Your feedback will help us evaluate and adjust our portions for the future.
- Your opinion on the quantity of dishes is important to us, and we take note of your concerns. We will work to ensure our portions are suitable for everyone.
- We regret that our portions did not meet your expectations. Your feedback will guide us to provide more satisfying meals to our customers.
- Your feedback on the quantity of dishes is taken into account. We will re-evaluate our portions so that every customer can enjoy a fully satisfying dining experience.
- We are sorry that our portions did not meet your needs. Your opinion is valuable to us and we will work to improve this aspect of our service.
- We are delighted that you enjoyed the warm atmosphere of our restaurant. Creating a welcoming environment for our customers is one of our priorities.
- We are delighted by your positive feedback on the atmosphere of our restaurant. We work hard to provide a pleasant setting where our guests can relax and enjoy their meal.
- Thank you for your kind words regarding the ambiance of our restaurant. We are delighted that our decoration and atmosphere contributed to your experience.
- It is an honor to know that our ambiance added to your enjoyment during your visit. We want to offer more than just a meal, but a memorable experience.
- Your appreciation of the atmosphere of our restaurant is a source of motivation for our entire team. We strive to create a place where our guests feel comfortable and relaxed.
- We apologize if the ambiance of our restaurant did not meet your expectations. Your opinion is important to us, and we will work to improve this aspect.
- Your feedback on the atmosphere of the restaurant concerns us. We are sorry that you did not find the atmosphere you were looking for during your visit.
- We regret that the atmosphere did not live up to your expectations. Your feedback will help us identify areas that need improvement.
- We take note of your comments on the ambiance of our restaurant and apologize for any disappointment you may have felt. We will work to rectify the situation.
- Your opinion on the atmosphere is taken into account. We are committed to improving this aspect to ensure that our customers can enjoy a pleasant experience in all respects.
- We are delighted that you appreciated our careful decoration. Every detail is carefully chosen to create a unique and pleasant atmosphere.
- Your positive feedback on the decoration of our restaurant encourages us. We want to provide our customers with a visually pleasing setting to complete their experience.
- Thank you for your kind words regarding the decoration of our restaurant. We are proud to have created an environment that adds to your enjoyment of your meal.
- It is an honor to know that our decoration contributed to your satisfaction. We strive to create an aesthetic and comfortable atmosphere for our customers.
- Your appreciation of our restaurant decor motivates us to continue maintaining our high standards of interior design. We are delighted that this has been noticed.
- We apologize if the decoration of our restaurant did not meet your expectations. Your opinion is valuable, and we take your comments into account.
- Your feedback on the decoration concerns us, and we are sorry that you did not find the visual atmosphere to your liking. We will take steps to improve this.
- We regret that the decoration did not meet your expectations. Your observations will help us identify areas that need improvement.
- Your opinion on the decoration is taken into consideration. We are committed to working to create a more satisfying visual environment for our customers.
- We are sorry that our decoration did not meet your expectations. Your comment encourages us to rethink our interior design to better meet our customers' preferences.
- We are delighted that you enjoyed the lively atmosphere of our restaurant. We want our customers to feel immersed in a lively and friendly experience.
- Your appreciation of the sound ambiance of our restaurant pleases us. We work to create an environment where you can enjoy your meal while enjoying a vibrant atmosphere.
- Thank you for your kind words regarding the lively atmosphere of our restaurant. We are delighted that our energy added to your enjoyment during your visit.
- It is an honor to know that our lively atmosphere contributed to your satisfaction. We strive to create a place where our guests can enjoy quality time with friends and family.
- Your positive comment on the atmosphere of the restaurant is a source of motivation for our team. We are delighted that our lively environment created an enjoyable experience for you.
- We apologize if the noise level in our restaurant was not to your liking. Your opinion is important, and we take your comments into account to improve our atmosphere.
- Your feedback on restaurant noise concerns us. We regret that you were not able to enjoy such a quiet environment as you would have liked.
- We are sorry that the noise level was unsatisfactory during your visit. Your observations will help us identify ways to create a more peaceful experience for our guests.
- Your opinion on noise is taken into consideration. We are committed to working to improve this aspect and to provide a more serene atmosphere in the future.
- We regret that restaurant noise impacted your experience. Your comment encourages us to explore solutions to provide a more relaxed atmosphere for our customers.
- We are delighted that you found our air conditioning comfortable. Maintaining a pleasant temperature for our customers is essential to providing us with an optimal experience.
- Your appreciation of the air conditioning in our restaurant is important. We strive to create an environment where you can relax and enjoy your meal worry-free.
- Thank you for your kind words regarding the air conditioning in our restaurant. We are happy that our attention to comfort has been noticed.
- It is an honor to know that our air conditioning has added to your satisfaction. We take into account the preferences of our customers to create a pleasant atmosphere.
- Your positive comment on air conditioning is a source of motivation for our team. We are delighted that your experience has been enhanced with our efficient air conditioning.
- We apologize if the level of air conditioning in our restaurant was not to your liking. Your opinion is important, and we will evaluate the necessary adjustments.
- Your feedback on air conditioning concerns us. We regret that you experienced thermal discomfort during your visit, and we will work to improve this.
- We are sorry that the air conditioning was not satisfactory for you. Your comments will help us understand and address potential issues.
- Your opinion on air conditioning is taken into account, and we apologize for any inconvenience you may have experienced. We aim to provide a comfortable experience to all our customers.
- We regret that our air conditioning did not meet your expectations. Your comment motivates us to adjust our system to provide optimal thermal comfort in the future.
- We are delighted that you noticed and appreciated the cleanliness of our restaurant. Maintaining a clean and hygienic environment is a key priority for us.
- Your assessment of cleanliness in our restaurant is important. We implement rigorous protocols to ensure our guests can enjoy an impeccable space.
- Thank you for your kind words regarding the cleanliness of our restaurant. We strive to create a welcoming environment where every detail is taken into account.
- It is an honor to know that our commitment to cleanliness has contributed to your satisfaction. We take to heart the importance of providing an impeccable setting for our customers.
- Your positive comment on cleanliness is a source of motivation for our team. We pride ourselves on providing a clean and pleasant space where you can enjoy your meal in peace.
- We apologize if the cleanliness of our restaurant did not meet your expectations. Your opinion is valuable, and we will investigate what happened.
- Your feedback on cleanliness concerns us. We regret that you experienced a lack of cleanliness during your visit, and we will take steps to improve this.
- We are sorry that the cleanliness was not satisfactory. Your observations encourage us to review our cleaning procedures to ensure an impeccable experience.
- Your opinion on cleanliness is taken into consideration, and we apologize for any inconvenience you may have experienced. We are committed to rectifying the situation to provide a cleaner environment.
- We regret that the cleanliness of our restaurant did not meet your expectations. Your comment encourages us to review our cleaning practices to ensure a spotless space for all our customers.