Primary to the success of any business will be the Customer Satisfaction rating. To achieve this, the Catering Service providers first must endeavour to maintain current high standards set. While doing this they must also take on board and implement exciting changes, innovative suggestions, implement non main stream elements such as Special Dietary Requirements and indeed they must also enhance the ambiance and environment of their service site/dining provision. The service industry must adhere to excellent cleanliness and hygiene and provide uncompromised high quality food.
Crucially, they must: “Address Customer Complaints”.
Identifying opportunities for improvement can be difficult so structured steps to define same are imperative.
One such tool used to extract and magnify this information is a Focus Group. This provides a relaxed atmosphere where customers are given the window of opportunity in an informal and conversational manner to contribute suggestions; express opinions; ask questions or perhaps voice observations and criticisms; all of the above elements being conducted in a structured manner.
All participants by contributing verbally may feel less bound, intimidated or guilty than when signing or using the written word.
Procedure
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Choose participants and inform them of the opportunity to discuss all catering elements and give details on the time and venue.
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Suggest that they prepare questions etc. to pose.
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Offer a prize e.g. meal voucher etc. to be drawn from participants at the close of the Focus Group meeting.
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Choose venue.
Forum
The site and venue will be at the discretion of the service provider however a room that is not in view of the main stream flow of passing traffic would be recommended. This affords more privacy and ease of concentration.
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A comfortable; informal atmosphere conducive to chat must be provided.
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Tea and coffee are generally a plus to this ambiance.
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A recognised time frame should be outlined in order that all points for discussion get covered.
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A round table is more all inclusive.
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The meeting can be taped for reference and for confirmation that all suggestions get noted.
Who to choose
Ideal candidates for Focus Group participation would be a general representation i.e. persons from young/middle aged/older group.
Production/office/general services e.g. cleaning staff/different nationalities/different dietary needs etc. would provide a broad spectrum of opinion.
Topics to choose
While the general topics can be outlined by the service provider and this would be done where specific areas for investigation are identified; areas for discussion will also besuggested by Focus Group coordinators. All elements of the catering service can be discussed.
Sampling from previous Focus Groups
A range of issues (as listed below) came to light at other such meetings:
· Constant cutlery shortage,
· Lack of healthy options,
· Over use of flour – gluten,
· Unpleasant atmosphere – too warm in the restaurant,
· Music too loud,
· Glove misuse among staff – money/food
· Requested beverages e.g. Still Water never available,
· Non adherence by staff to requests/complaints from customers.
Results
A comprehensive report on the information yielded from the Focus Group will be furnished within two weeks of the Focus Group having taken place.
An analysis of all of the information will be compiled and where applicable; proposals and actions with a view to improvements will be recommended. Consultants can also give hands on assistance with elements varying from Menu Planning to Food Hygiene Training of staff.
Follow up consultations will be applicable on request and throughout all dealings with Cater Care Ltd. a professional and discreet service is guaranteed.