Consumers are nearly twice as likely to say that good service and a pleasant environment are part of the value equation at full service restaurants as they are to say that value means lots of food for a low price (85% vs. 44%), reports Technomic.
Numerous factors contribute to consumers’ evaluation of good service and pleasant environment. Before the meal, these include:
• Timely seating (93%);
• Staff having good knowledge of food and restaurant concept (91%);
• Prompt greeting from server (90%);
• Warm and inviting host/hostess (88%); and
• Prompt greeting upon arrival at the restaurant (84%).
During the meal, diners focus on:
• Pleasant and friendly service (94%);
• Correct timing between courses (87%);
• Server being respectful of conversations at the table (81%); and
• Server checking to make sure diners are satisfied with their meals (80%).
In evaluating the overall experience, diners’ top conside-rations include:
• Feeling welcome, comfortable (93%);
• Any problems being resolved quickly and quietly (93%);
• Staff being responsive to specific requests (91%);
• Check/payment process being handled in a timely manner (89%).
Most restaurant-goers would not return to an establishment that did not provide good service. [Food/Beverages]
Source: “FSR Touchpoints,” Technomic, Darren Tristano, EVP Information Services, 300 S. Riverside Plz., #1940, Chicago, IL 60606; 312-506-3852; dtristano@technomic.com; www.technomic.com. Price: Call for information.
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