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Customer satisfaction with full-service restaurants has dipped this year, and for the first time is on par with fast food establishments, according to the American Customer Satisfaction Index (ACSI). The index for full-service restaurants fell 2 points to 80 on ASCI’s 100-point scale, while limited-service restaurants improved a point to the same score. Red Lobster leads the full-service restaurant segment with a score of 83, up a point from 82 in 2011, outpacing its nearest competitor, Outback Steakhouse, which remained flat at 81, in a tie with the aggregate of all other full-service brands, which dropped a point. Read the rest at MarketingCharts.
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From my perspective (Hospitality industry), I feel understanding hotel guests better and making them more satisfied as a direct result of listening to what they have to say. The problem is we don’t always hear what they say when they say it. For our hotel we found a good tool that allows the guest to leave a comment (Speak into a phone or use in room phones) and for us to directly respond to that. It all goes into a database and we can analyze feedback given on site. The tool is called ECO hospitality