Summary
As a walk-in-only venue, Lake View Garden Bar wanted a better way to understand how guests experienced its food, drink and atmosphere. Traditional digital feedback channels provided some useful input, but they did not always reflect the full range of visitors coming through the venue.
By introducing SaySo, the team added a simple, spoken feedback option that made it easier for guests to share their thoughts in the moment. This has helped Lake View Garden Bar capture more immediate, first-hand insight, while broadening the mix of voices represented in its feedback.
"It offered a direct and frictionless method to obtain first hand feedback, which wasn't possible through any other method."
Graham Hadaway, Brand & Marketing Director
The Challenge
Lake View Garden Bar is a walk-in-only venue, which can make it harder to gather meaningful feedback from guests after their visit. Without a booking journey or regular post-visit contact details, there are fewer natural opportunities to understand what guests thought about the experience.
The team wanted to learn more about how people experienced their time at the venue, including the overall setting, food and drink offer, and atmosphere.
The Solution
SaySo gave Lake View Garden Bar a quick and easy way for guests to leave spoken feedback while their experience was still fresh. Compared with email and online forms, it created a more direct and lower-friction route to insight.
It also offered an anonymous option for guests who may be less willing to complete digital forms or share personal details such as an email address or mobile number.
The Impact
Since introducing SaySo, Lake View Garden Bar has been able to complement its existing digital feedback channels with a more accessible in-venue option.
This has been particularly valuable in helping the team hear from a broader cross-section of guests, including older demographics who may be less likely to respond through digital channels. It has also created a less intrusive way for visitors to share honest feedback anonymously.
Rather than replacing existing feedback sources, SaySo has added another important capture point, helping the team build a fuller picture of the guest experience.
"Whilst we have feedback coming through our digital channels this tends to come from more tech savvy customers and with a wide range of customers this in-venue option allows us to gather insights from older demographics."
Graham Hadaway, Brand & Marketing Director
Why SaySo Works for Lake View Garden Bar
For Lake View Garden Bar, the value of SaySo lies in making feedback easier to give, and easier to capture from a wider range of guests. The spoken format feels natural, immediate and low-effort, while anonymous participation removes some of the barriers that can come with more traditional forms.
"They can provide anonymous feedback without needing to hand over any data such as an email or mobile number, which many people may see as a positive."
Graham Hadaway, Brand & Marketing Director
Looking Ahead
The team sees audio as an increasingly important part of both the guest and staff journey, particularly in B2C environments. Adding spoken feedback through SaySo is therefore not just a tactical improvement, but part of a broader shift towards more natural, accessible ways to hear the customer voice.
"Having an audio channel as an additional capture point is important. I see audio as a growing part of the guest and staff journey especially for B2C businesses."
Graham Hadaway, Brand & Marketing Director
Key Highlights
- Walk-in-only venue with no booking journey — SaySo captures feedback that would otherwise be lost
- Broader demographic reach, including older guests less likely to use digital channels
- Anonymous, frictionless spoken feedback alongside existing digital channels
- Immediate, in-the-moment insight rather than delayed post-visit surveys
