Friday, September 10, 2010

Take and Bake Pizza Tops in Service?
While doing research the other day on the Zagat consumer surveys, we noticed that Papa Murphy’s, a popular take-and-bake pizza chain scored 4th in ranking for the best customer service. This got us thinking. Why would customers rate a restaurant that you don’t eat as one of the best places for customer service?

Perhaps this demonstrates a shift in consumers changing behavior from full service to fast causal. Over the past year most of us in the restaurant business have noticed the decline in casual dining. Consumers want fast, on the go solutions that compliment their busy lives. Snacks, fast casual and retail ready products are on the rise and growing.

Even though Papa Murphy’s does not provide full-service dining, consumers still expect the same level of customer service as they would with full service dining. With the growing market of fast casual and to-go meals, restaurant operators need to learn to provide the ultimate customer service experience to drive frequency and loyalty even if customers don’t sit down at the table.

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