Customer Service Best Experience for Quick Service Restaurants

1. Customer Service Best Experience for Quick Service Restaurants

2. How can QSR brands get customer experience right? • Convenience trumps everything… • Quality of food • Offsets are crucial

3. Convenience trumps everything… • The most important criteria customers have when interacting with QSR brands is convenience – quick service, no fluff. From food ordering through screens, social media, or apps to their restaurant service – seamless, no-hassle experience forms the core of a successful QSR strategy. This means that QSR brands and its employees, especially the customer facing ones, must have discipline and accountability. The SOP in QSR must focus on reducing complexity and redundancy from processes. Execution is crucial, as is measuring it frequently, through regular mystery shopping and customer satisfaction surveys

4. Quality of food • It goes without saying that service speed and consistent, seamless experience can’t come at the cost of good quality and reasonable freshness. Customers don’t visit QSR with the expectation of gourmet standard meals. All they want is a hot and reasonably healthy meal that doesn’t burn a hole in their pockets. It is not very hard for brands to fulfil this need. • It is essential that QSR brands closely evaluate their trade offs and select the ones that neither impact customer experience nor quality of food. For instance, cost cutting can be achieved by either using low quality ingredients or by making wastage a cardinal sin. No prizes for guessing which one an intelligent QSR strategy would focus on.

5. Offsets are crucial • Competition is thriving in the QSR industry like never before. If the customer base for QSR has grown significantly from tier 1 metros to everywhere else, the culture of DINK couples, singles, college students and working parents eating out has ensured new brands springing up every other week. Global and national brands now compete with hyperlocal F&B delivery brands. This means that even with seamless experience, customer loyalty is much harder to win now than it was just five years ago. Your burger could be “not filled enough”, your pizza not hot enough, and that is reason enough for your customers to try other brands. The only way to keep up in such times is to empower your customer service professionals to deliver offsets in the form of discounts, coupons, free items etc. Freebies, although not ideal according in the books of conservative business leaders, remain the holy grail of QSR customer experience. • QSR restaurants must focus on more than just delivering instant gratification. They must deliver memorable experiences. A closer and more importantly, consistent look at ground reality is a good starting point

6. Thank You Visit: onioninsights.com