Survey Says
As O’Charley’s works to perfect a new restaurant design and operations model, the chain plans to rely heavily on customer feedback to choose a look.
At its test store in Hendersonville, Tenn., servers and managers will ask customers to take an online survey about their dining experiences. “We’ll be asking them questions geared specifically to the impression customers had about guest satisfaction,” says Geoff Kokoszka, who heads Project RevO’lution for O’Charley’s.
Customers who complete the survey will receive coupons for free appetizers or check discounts, he says.
Kokoszka adds that the company is not sure how long it will need to collect data on the changes, but the chain hopes to have finished designing the new look by the fall.
To see the full article http://www.rimag.com/archives/2006/06a/o-charleys.asp
