Satisfaction Services, the nation’s leading provider of customized quality and service evaluations, has been retained by Roy Rogers Restaurants to conduct ongoing evaluations and report on the overall customer experience at the company’s restaurants located throughout the mid-Atlantic region.
“There is a lot of competition, so we want to make sure that customers choose Roy Rogers over the other QSRs,” said Ally Sirbaugh, marketing manager for Roy Rogers. “In order to do that, we have to make sure that every location is living up to our high service standards and providing the best possible customer experience.”
Secret shoppers chosen from the Satisfaction Services national database will visit twenty Roy Rogers Restaurants located throughout the mid-Atlantic region and report on their overall experience. Based on a compilation of these evaluations, reports are produced that will provide Roy Rogers information about the customer experience from a regional level down to the individual store level. Over time and with frequent evaluations, these reports help managers pinpoint any ongoing trends.
“Ultimately, if we find we are doing something positive at one location, we want to make sure the same thing is happening at every location. If we can improve on an area at one location, we need to know if that same improvement is needed at other locations,” Sirbaugh said.
Detailed information provided by Satisfaction Services will help ensure that Roy Rogers Restaurants continues to provide customers with the highest quality products and service. Roy Rogers will use the information collected from initial evaluations to develop a comprehensive guest satisfaction program that will include secret shoppers as well as customer feedback from IVR’s and comment cards.
“People do more of what you inspect than what you expect,” said Laura Miller, managing partner for the Satisfaction Services Germantown, Md. office. “In order for any business to be successful, it’s not enough to expect employees to provide good service. Operators must develop an effective evaluation program to inspect it.”
Miller says that instead of trying to catch employees in the act of doing something wrong, Satisfaction Services’ philosophy is to catch them doing it right. By focusing on positive performance, operators can recognize employees doing a good job while providing a more balanced approach to redirecting employees with a negative performance.
“Identifying the positive things employees are doing helps build morale and does not make employees feel apprehensive about being evaluated,” Miller said. “Instead, they are more likely to do a better job and treat each customer as a secret shopper.”
ABOUT ROY ROGERS
Roy Rogers is franchised by The Plamondon Companies, which operates 15 corporate restaurants and 39 franchise locations in the Mid-Atlantic region and is in the process of re-igniting the brand and the franchise system.
ABOUT SATISFACTION SERVICES
For more than 16 years, Satisfaction Services has been assisting a range of retail, restaurant, and service organizations to continually improve and monitor service to customers. With offices in Fort Lauderdale, Fla.; Newburyport, Mass.; Phoenix, Ariz.; Knoxville, Tenn. and Germantown, Md.; the Satisfaction Services team brings decades of combined experience from the industries that it supports. This experience allows them to create and implement customized programs with an understanding of industry-specific challenges and requirements necessary to manage a successful and profitable operation.
Satisfaction Services employs tens of thousands of shoppers worldwide, which has allowed them to provide service to the most prominent retail, restaurant, hospitality and service companies worldwide. Their highly evolved technological platform delivers password protected, real-time reporting that gives companies instant access to weekly, monthly and year-to-date results compiled by location, district, region, franchise, or all locations.
For more information about Satisfaction Services please call (800) 564-6574. Direct media inquiries to Michelle Frith, (972)934-2850 ext. 105.