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CUSTOMER EXPECTATIONS
SURVEY
Many of the challenges faced in the business sector especially in restaurants are due to the differing expectations of the consumers. The purpose of this questionnaire is to stimulate discussion about differences in expectations. Through this, we could better our services by taking into consideration the expectations that you will share to us.
I. CUSTOMER INFORMATION
By providing us some personal information, it is much easier for us to build rapport and to serve you with a much more personal touch.
1. How old are you?
2. What are your favourite colours?
3. What kind of restaurant do you like?
4. What type of restaurants have you been to?
5. Which do you prefer?
☐ Eating at home?
☐ Eating outside?
6. How often do you eat at fast food chains?
7. What do you like to order at your favourite restaurant?
8. What type of cuisine do you like most?
II. HUMAN ELEMENT
Relationships are very important to customers. Customers tend to have an ongoing, personalized relationship with the people from the restaurant industry. And because of this, we truly value your opinion to further our relationship. Tell us if you agree or disagree on the following list below. Kindly tick the number that corresponds to your response to the statement.
LEGEND: |
1. Be greeted by the minute you walk at the door of the restaurant.
2. Respects the customers and uses respectable titles such as Ma’am, Sir, and the like.
3. Responsive to customers, knowledgeable and attentive servers.
4. The warmth and ambiance of the place.
5. Restaurant’s involvement regarding social and environmental responsibility.
6. Servers proper etiquette upon serving dishes.
7. Providing excellent service to the customers.
8. Time is important and so there must be speed of service.
9. Digital interaction with the customers (emails, Facebook, and the like).
10. Conducts business in humane and caring way.
11. Employers should treat employees with respect.
12. Level of customer service meets the current customers’ needs.
13. The service is appropriate for the level of purchase of the customer.
III. TECHNICAL ELEMENTS
Customers wanted sufficiency. Sufficiency is the service which is acceptable to the customer. Rate the following based on the importance of each item to you:
LEGEND: |
1. The appeal of the product or food.
2. The suitability and cost of service styles.
3. The price is in accord to the environment of the customer and can be afforded by everyone.
4. The novelty of the product or food.
5. Effective advertising.
6. Quality of food should have a standard level.
7. Availability of more healthy options on the menu.
8. Incorporate exotic spices in the dishes.
9. Small things that make big impressions such as compliments in a cup or a unique teapot.
IV. MISCELLANEOUS QUESTIONS
What do you think is the common error committed by any business establishment that lessens customer satisfaction?
What suggestions do you have in mind to overcome or prevent these errors?
Do you have any other comments, questions or feedback?
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