{"id":8911,"date":"2011-07-19T05:28:45","date_gmt":"2011-07-19T11:28:45","guid":{"rendered":"https:\/\/staging.opexlearning.com\/resources\/?p=8911"},"modified":"2014-10-04T06:45:44","modified_gmt":"2014-10-04T11:45:44","slug":"restaurant-wait-time-and-customer-satisfaction","status":"publish","type":"post","link":"https:\/\/staging.opexlearning.com\/resources\/restaurant-wait-time-and-customer-satisfaction\/8911\/","title":{"rendered":"Restaurant Wait Times: The Olive Garden Survey"},"content":{"rendered":"<div class=\"a296a24fa2fc69ef5487857f02f111e8\" data-index=\"9\" style=\"float: none; margin:10px 0 10px 0; text-align:center;\">\n<script async src=\"\/\/pagead2.googlesyndication.com\/pagead\/js\/adsbygoogle.js\"><\/script>\r\n<!-- Single Post readerboard -->\r\n<ins class=\"adsbygoogle\"\r\n     style=\"display:inline-block;width:728px;height:90px\"\r\n     data-ad-client=\"ca-pub-8207522353004717\"\r\n     data-ad-slot=\"1144967431\"><\/ins>\r\n<script>\r\n(adsbygoogle = window.adsbygoogle || []).push({});\r\n<\/script>\n<\/div>\n<p>I find Customer Satisfaction Surveys interesting. It gives us a sense of what is important to the firm and the type of information they are attempting on gathering gives us a clue as to what is important to the company.<\/p>\n<p><strong>PS<\/strong>: Go here if you&#8217;re interested in other articles on <a title=\"waiting line management, resource page\" href=\"https:\/\/staging.opexlearning.com\/resources\/queueing-theory\/\">Queueing Theory<\/a>.<\/p>\n<p>I was recently sent a survey from The Olive Garden, which is an Italian Restaurant franchise and has locations all over the United States. The customer satisfaction questionnaire had 20 questions and 5 of which had to do with Wait Time. If 25% of the questions on a customer satisfaction survey has to do with wait time, then I&#8217;m guessing that&#8217;s an important data point for the company.<\/p>\n<p>The first question in the survey was:<\/p>\n<ul>\n<li>If you waited for dining room seating, approximately how long did you wait after arriving at the restaurant?<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-8918 aligncenter\" title=\"wait-1\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/07\/wait-1.jpg\" alt=\"\" width=\"606\" height=\"278\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/07\/wait-1.jpg 757w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/07\/wait-1-600x276.jpg 600w\" sizes=\"(max-width: 606px) 100vw, 606px\" \/><br \/>\nThe next question is on wait time accuracy provided by lobby staff at the restaurant:<\/p>\n<ul>\n<li>How accurate was the wait time the lobby staff quoted you?<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-8917 aligncenter\" title=\"wait-2\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/07\/wait-2.jpg\" alt=\"\" width=\"440\" height=\"273\" \/><\/p>\n<p>Then,<\/p>\n<ul>\n<li>Approximately how much longer than the quoted time did you wait to be seated?<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-8915 aligncenter\" title=\"wait-4\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/07\/wait-4.jpg\" alt=\"\" width=\"496\" height=\"299\" \/><\/p>\n<p>Then, a series of questions on order accuracy:<\/p>\n<ul>\n<li>Did we prepare what you wanted, exactly as you wanted?<\/li>\n<\/ul>\n<p style=\"text-align: center;\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-8914 aligncenter\" title=\"wait-5\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/07\/wait-5.jpg\" alt=\"\" width=\"608\" height=\"266\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/07\/wait-5.jpg 675w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/07\/wait-5-600x263.jpg 600w\" sizes=\"(max-width: 608px) 100vw, 608px\" \/><\/p>\n<p>Followed by a series of questions on my activities before coming to the restaurant:<\/p>\n<ul>\n<li>Where were you immediately before coming to the Olive Garden?<\/li>\n<li>Where were you going immediately after leaving the Olive Garden?<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-8913 aligncenter\" title=\"wait-6\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/07\/wait-6.jpg\" alt=\"\" width=\"458\" height=\"457\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/07\/wait-6.jpg 458w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/07\/wait-6-300x300.jpg 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/07\/wait-6-100x100.jpg 100w\" sizes=\"(max-width: 458px) 100vw, 458px\" \/><\/p>\n<p style=\"text-align: rignt;\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-8919 alignright\" title=\"captain-obvious\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/07\/captain-obvious.jpg\" alt=\"\" width=\"107\" height=\"145\" \/><\/p>\n<p>This goes to show that a key driver in customer satisfaction is wait time and, in general, reducing wait time for customers is the right thing for the business.<\/p>\n<p>You may now play the &#8220;Captain Obvious&#8221; theme song.<\/p>\n<!--CusAds0-->\n<div style=\"font-size: 0px; height: 0px; line-height: 0px; margin: 0; padding: 0; clear: both;\"><\/div>","protected":false},"excerpt":{"rendered":"<p>I find Customer Satisfaction Surveys interesting. It gives us a sense of what is important to the firm and the type of information they are attempting on gathering gives us a clue as to what is important to the company. PS: Go here if you&#8217;re interested in other articles on Queueing Theory. I was recently [&hellip;]<\/p>\n","protected":false},"author":12327,"featured_media":9387,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[29],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Restaurant Wait Times: The Olive Garden Survey<\/title>\n<meta name=\"description\" content=\"Restaurant Wait Times: The Olive Garden Survey - Wait Time is a key driver in the satisfaction of the customer.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Restaurant Wait Times: The Olive Garden Survey\" \/>\n<meta property=\"og:description\" content=\"Restaurant Wait Times: The Olive Garden Survey - 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