RESTAURANT RESEARCH SCENARIO Insight Research, a Marketing Research Company, Has Been Hired by Been

question 32

Multiple Choice

RESTAURANT RESEARCH SCENARIO
Insight Research, a marketing research company, has been hired by a national chain of family restaurants to help them better understand their customers and their preferences. The restaurant chain has several competitors competing for the same customer segments and has experienced sales declines in the past few years. Researchers go "under cover" and pretend to be customers so that they will fit in while they observe the interactions between customers and the wait staff. Subsequently, they write a report of their interpretations of what they experienced personally while pretending to be a customer. They also add in details of what they saw regarding interactions of other customers with each other and with the employees of the restaurant. Some conclusions drawn were that the employees were not especially attentive to the customers and that customers were overheard saying they didn't intend to return. Some researchers also noted that the food was not very good and they saw several customers return orders.
-Refer to Restaurant Research Scenario.Which of the following is the best reason why this restaurant chain should be concerned about customer satisfaction?

• A) Because all restaurants should be concerned about customer satisfaction
• B) Because treating customers well is the concern of all businesses
• C) Because the marketplace is competitive and the restaurant is dependent on repeat business
• D) Because serving customers well is a part of the training module for the new employees at the restaurant
• E) Because performance incentives are closely tied to customer satisfaction in this chain of restaurants

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Definitions:

Department Manager

A department manager is an individual responsible for leading, managing, and overseeing the operations and employees of a specific department within an organization.

Human Resources

A department within an organization that deals with employee-related issues, including recruitment, training, and benefits.

Performance Appraisals

The systematic evaluation of an employee's job performance and productivity in relation to established criteria and objectives.

Properly Written

Documents or texts that are composed following the rules of grammar, punctuation, and style, ensuring clear and effective communication.