EXPERIENCE IN ASSESSING AND MANAGING CUSTOMER SATISFACTION IN CORPARATE CANTEENS
УДК 339.138
Abstract
Assessment of customer satisfaction is one of the basic tools for understanding how much a company's products or services can meet their needs, provide the desired effects, leave a positive aftertaste that can encourage the client to make a repeat purchase. This topic is especially relevant in a highly competitive environment, the catering industry, when a business needs to evaluate these indicators every day in order to be competitive, find ways to improve the quality-of-service satisfaction. The purpose of the study is to develop a set of recommendations for improving the quality of services by assessing the satisfaction of canteen customers with the food services provided. Research methods: a survey of corporate canteen customers using the CSI and NPS methods. The results obtained demonstrated the possibility of assessing the level of satisfaction of canteen customers with the quality of food services provided. In the context of rapid environmental changes, rare CSI and NPS surveys (quarterly and less often) do not provide prompt feedback, so it is advisable to conduct them on an ongoing basis in real time. The CSI and NPS assessment methodology, taking into account its adaptation to the specifics of the services provided, can be used in other industries, which will allow obtaining the necessary results, improving the quality and economic indicators of the business.
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