Service looms large in guest satisfaction scores, survey says

07/25/2013 | MediaPost Communications

Quickservice chains need to pay as much attention to service as they do to food quality, according to a new Empathica survey of 10,000 consumers that found service quality had a significant impact on how the eatery rated overall and whether it would rate a return visit. "Greeting a customer when they enter the restaurant, suggesting menu recommendations and making that guest feel like a valued customer should be a priority, alongside providing a great-tasting, quickly served meal," said Empathica's Gary Edwards.

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