Marketing research- Customer Satisfaction for Charlie Brown's
November 23, 2004
I. Problem Definition
?-Server/ Customer Relationship
?-Wait time (to sit, for food, for service)
?-Menu choices
?-Legibility of Items
?-Atmosphere/ Décor of restaurant
?-Kitchen/ Server communication
?-Prices (quality of food and customer perception)
II. Secondary Data
1. Robin Lee Allen. Nation's Restaurant News. New York: September 13, 1999.Vol.33, Issue 37; pg. 96, 2 pages.
In reference to customer satisfaction, this article explains that in the situation of taking food to go, it is hard to develop a customer-employee relationship because it only deals with taking a telephone call and picking up your food. If customers are not satisfied with their order, they will blame the restaurant as opposed to the individual who bagged or prepared the food. Employees need to pay close attention to what they are doing to make sure everything in the togo order is correct.
2. Robin Lee Allen. Nation's Restaurant News. New York: September 13, 1999.Vol.33, Issue 37; pg. 86, 2 pages.
This article gave a lot of information dealing with how "great service is more than accurate order taking." Restaurateurs are upgrading their production capabilities, updating their consumer- profile databases and fine-tuning their training in a push to elevate service levels for increasingly discerning consumers who have limitless dining options. The author explains that good food and memorable décor do not only give a positive dining experience, but it is the outstanding service that is the deciding variable. Servers can lift customer's perceptions. Higher check averages often elicit higher customer expectations. If people are paying ...