ADVERTISEMENT |
(ACSI: Ann Arbor, MI) -- Customer satisfaction with full-service restaurants is down 3.7 percent to a score of 78 (100-point scale) in a new report from the American Customer Satisfaction Index (ACSI). This is the lowest score in more than 10 years and the first time that full-service restaurants have been beaten by the fast food category.
ADVERTISEMENT |
“Lower customer satisfaction is a major threat to the restaurant business,” says Claes Fornell, ACSI chairman and founder. “Full-service restaurants cannot lose to fast food on quality and customer satisfaction because they can’t compete on price. If a lower-price competitor has higher customer satisfaction than a rival that competes on quality, the latter is obviously in serious trouble. Low price alone rarely leads to high levels of satisfaction, but high quality usually does.”
…
Add new comment