Satisfaction
Customer and Employee
Considerations
Satisfaction
Overview:
□ In order to achieve true customer
satisfaction, restaurants must consider
routine customer evaluation in order to
increase the food quality. Food quality is
one of the major elements effecting
customer satisfaction
Goal:
□ To define the important elements of
successful food service and understand the
significance of menu engineering.
Objectives
At the end of this lesson students will be
able to:
□ Describe elements of successful food service
□ Understand the relationship between food
quality, menu design and customer
satisfaction
Statement of Purpose
□ Elements of Successful FS
□ Maintaining Control of Production
□ Systems that are followed
□ Inventory and production schedules
□ High Quality of Food
□ Taste, ingredients, portion sizes, preparation
methods
□ Must have standards that are followed
consistently
Statement of Purpose
□ High Customer Satisfaction
□ Routine operational audits
□ Guest interaction with staff
□ Comment cards
□ Exit interviews
□ Mystery shopper reports
□ Focus groups
□ High Employee Satisfaction
Menu Engineering
□ A strategy to get the most out of your menu
(Menu Mix)
□ Compares menu item popularity with its
contribution margin (Profitability)
□ Plow Horse (high demand/ low profit)
□ Dog (low demand/ low profit
□ Star (high demand/ high profit
□ Puzzle (low demand/ high profit)