At TICA, resellers and professional end users have access to an extensive collection of home and lifestyle products, featuring over 300 leading brands. In addition to the vast array of inspiration, there's also space provided for relaxation in the restaurant. As Head of Hospitality Operations at TICA, Peter Woltjes is responsible for ensuring exceptional experiences. How do members experience the dining facilities? And is deploying the feedback solution across the rest of the organization feasible?
Our quest for an accessible tool to swiftly gather member feedback led us to FourSmileys. We were immediately drawn to the ability to quickly request reviews from our members. Previously, we sent feedback requests via email, which still occurs, but for evaluating restaurant visits, it's better to solicit feedback directly. First, we strategically deployed the feedback solution in our restaurants, which was well-received by members due to its user-friendly nature. The multilingual support was particularly appreciated by our diverse consumer base. It became apparent that the smileys enabled us to identify areas for improvement and act upon them promptly. Subsequently, we also implemented the terminals at our major cash & carry locations: TICA Aalsmeer, TICA Venlo, and TICA Concept Store in Venlo.
Insights obtained with FourSmileys have led to tangible improvements, including a revamp of our restaurant concept, reduction of wait times, and the introduction of a quick check-in desk at reception areas. Feedback results are discussed weekly with team leaders, ensuring that our staff is actively involved in implementing improvements.
The system is straightforward, and whenever assistance is needed, I can reach out and receive prompt support. The rapid communication and simple system enable optimization. In summary, the simplicity and effectiveness of the FourSmileys system have enabled TICA to enhance member satisfaction and optimize operational efficiency across all our locations.
"The best thing about the FourSmileys feedback system is its ease of use for all parties involved." - Peter Woltjes, Project Manager Horeca TICA