Food + Beverage

Fast Casual Dining Customer Experience

One major trend in the restaurant industry has been the rapid expansion of different kinds of fast casual dining brands. Customers value convenience, but are also looking to blend that with high-quality products, especially when it comes to their food.

Customer Experience is especially important in this realm because of the breadth of options that are available. Having an optimized Customer Experience program will allow you to stand out in the minds of your customer, and rank ahead of the competition.

Fast Casual Dining Mystery Shopping

Mystery Shopping and Secret Shopping programs can be utilized within the fast casual dining sector, not only as a way to discover key insights about your brand’s Customer Experience, but it also fosters better relationships with your customers. These programs can unlock valuable information about your customer’s preferences, that can then be used to improve the daily activity of your employees.

Fast Casual Dining Voice of Customer

Uncovering the wishes of your customer is a major step towards creating the best possible Customer Experience, and voice of customer feedback ways are a great way to hear directly from this base. Having a survey program will show your customer that you are continually looking to improve, which is important in the fast casual dining industry because customers are always looking for the next trendy brand.

A properly designed voice of customer feedback survey initiative can deliver a rich set of ongoing insights, including:

  • Customer opinions of specific menu items
  • Metrics regarding whether or not new initiatives are successful
  • Comparative statistics about individual employees and locations
  • Net Promoter Score (NPS), or the percentage of customers that become brand ambassadors

Fast Casual Dining Compliance Audits

In an industry in which you are serving prepared food to your customer, there is a relatively large amount of regulation. It is important that your employees, buildings, suppliers and bathrooms are all complicit with these regulations, or your brand is at risk of financial penalties, legal issues, or even worse. A high-functioning compliance audit program can mitigate this risk and help to answer these questions:

Are our facilities up to date and meeting hygienic standards?
Do our customers perceive our brand the way we designed it?
Is actual speed of service aligned to operational criteria and expectations?
Are our employees maintaining brand standards?

Integrated or Stand-Alone Programs | Unified Reporting + Analytics

Second To None is differentiated in our ability to offer Operationally-based measurement solutions – Mystery Shopping and Compliance Audits – along with Customer-based solutions Voice of Customer feedback surveys – then unifying data streams into a robust, real-time and role-specific Analytics and Insights platform.

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