Good Job, Full-Service!
Full-service restaurants are apparently doing an increasingly good job of keeping guests content, in line with the public’s overall impression that service is better in nearly every industry. Full-service restaurants in the American Customer Satisfaction Index jumped by 5 percent to 84 on a 100-point scale. The reason, according to the survey’s authors:
| As the recession has driven business away from the pricier sit down restaurants to the cheaper fast food alternatives, full-service restaurants have had to try harder to compete. Similar to airlines and some of the hotels, service to customers has improved, at least in part, because there are fewer customers to serve, but it is also true that there have been menu changes to the liking of diners and a lowering of price in some instances |
Satisfaction at fast-feeders remained unchanged over the last quarter at 78, its highest score ever. McDonald’s score, where sales have remained relatively strong under difficult operating conditions, climbed a point, to 70. While that might not seem much of a gain, consider that over the past four years, the burger giant has improved customer satisfaction more than any other fast-food business and at a rate more than four times the industry average, the report notes.
