Customer Satisfaction Survey
Customer satisfaction survey: Outback Steakhouse
Outback Steakhouse is a multinational restaurant chain operating throughout the United States and in 18 other countries including Australia, Malaysia, Singapore and many more countries worldwide, (Outback Steakhouse, 2013). In most basic terms, Outback Steakhouse could be described as an Australian themed steakhouse. The restaurant offers a casual dining experience with menu offering a wide variety of selections that will fit most guests’ preferences. As common with casual dining restaurants guests are seated and served by wait staff and pay for their meal after eating.
The casual dining restaurant industry is highly competitive business with many chain restaurants competing for the same customers. Research has shown that the “demand for casual dining is driven by personal income, consumer tastes, and demographics”, (Hoovers, 2013). It is important for all businesses in the casual dining industry to ensure they’re meeting and exceeding customer expectations and demands. In order to meet those demands the company must learn what their customers expect from their casual dining experience. One way of reaching out to customers for insight into their experiences and expectations is with a customer satisfaction survey.
Customer satisfaction surveys are extremely important for all businesses selling a product or service to consumers. “Surveys get the pulse of your customers by revealing their satisfaction levels and preferences”, (Information Week, 2008). By implementing a customer satisfaction survey the managers of the local Outback Steakhouse will be better informed about the positive and negative aspects of their service directly from the customers themselves. “In an era of high competition and expectations, customer satisfaction surveys are essential tools
References: Bhaskaran, V. (2013). Conducting an effective customer service program. Survey Analytics ESurvey Pro. (2013). Business Imperatives. Customer satisfaction surveys. Retrieved from http://www.esurveyspro.com/article-customer-satisfaction-surveys.aspx Hoovers, Inc. (2013). Casual Restaurants Report Summary. Casual restaurants industry overview Information Week. (February 14, 2008). Gauging customer satisfaction: The importance of the online survey Market Research Methods. (2012). 5 Essential customer satisfaction survey questions. Retrieved from http://www.mymarketresearchmethods.com/customer-satisfaction-survey-questions/ Outback Steakhouse. (2013). Outback Steakhouse. Retrieved from http://www.outback.com