Title: Insert Using Title Case Contents 1. purpose/scope statement 2.Research 1.1 Survey questions- Rating scale Need improvement 1Average 2Meets expectations 3Exceds expectations 4 Food 1. How would you rate the presentation of the food 2. How would you rate the taste and aroma sensation of the food Service 3. How would you ratet the timeliness of service ( Speed ) 4. How would you rate the friendliness of staff or how the staff accomodated your needs Polcies and procedures 5. How would you rate the use of and complience to company policies and procedures 6. How would you rate ease if use and effectiveness of P & P’s What other areas do you believe need improvments 1.2 customer expections Key moments of truth Restaurant experience First point of contactMaking a bookingResearch- website/Facebook/google maps/booking sitesClear layout ,gallery of pictures ,easy to find, easy to access /use Priced well, good selection and variety, appears in google maps Word of mouth- positive or negativePhone call -quality and friendliness of the contactEase of booking onlineResponse time for confirmation Booking Arrival: Ease of getting to the restaurant eg; traffic, google maps, parking and difficulty levels in walking to the business , security ,lights, street scape, state of the shop windowCleanliness, Décor- fresh or tired, old or current, how busy is it, smell, temperature ,overall ambience, frayed carpet,chipped paint,wear and tear Service : Inviting,welcoming ,friendliness of host,used your name, timeliness, did you get offered to have a drink in the bar if appropriate. Was the booking correct End of service Departure 3. Further reading Insert text – Normal body text style
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