You can use the following url to link this article in your own site or blog. This url will stay valid even after the article has been archived.
Permalink:
According to a recent survey by Empathica, Inc., a global provider of customer experience management solutions, the majority (55.2%) of American consumers think customer service in restaurants is getting worse. Gary Edwards, exec. vp, client services, attributes the discontent to a lower tolerance for disappointing experiences. “With less discretionary spending, people aren’t going out as frequently, and when they do, they have heightened expectations. Even if service levels aren’t truly declining, restaurants may be evaluated more harshly. There is simply more of a negative sentiment among consumers.”
“Higher expectations are a huge challenge for restaurants, who are already struggling with less traffic,” Gary adds. But it’s imperative for restaurants to focus on service, given the degree of importance U.S. consumers place on it (one in five respondents said they value good customer service over good food). When respondents receive poor service at a restaurant they have frequented several times before, one in four stated they would never go there again and would also tell others not to. When they have a good service experience, the vast majority of respondents said they would be sure to go back again (69.4%) – some “more than ever before” (22.8%).
“When our restaurant clients think of focusing on service, they often think of increased labor costs – but it’s not necessarily a question of throwing more labor dollars at a problem,” says Gary. “We tell them to hire and train well, then measure and reinforce the right service behaviors. We work with them to determine critical moments that differentiate the experience they offer guests and then train for those moments. Everything should drive a great experience.”
