140P3 - Select 2 restaurants from the list in this article: Restaurants Chains With the Happiest Customers," and answer four questions.

Applebees > Type: Full-service > Score: 77

In 2017, after the addition of new menu items intended to appeal to a younger demographic failed to attract business, Applebees stock prices plummeted by 50% and the chains parent company closed 99 units nationwide. (About another hundred have been closed since then.) As late as the second quarter of fiscal 2019, the chain failed again with a new menu item, Loaded Fajitas, which, according to the chain restaurant trade publication FSR, fell flat with Applebees core customer the value-seeking guest it so often touts. To help win back loyal customers, the chain is introducing server tablets that will theoretically enhance the guest experience, and activating a catering program for both business and residential customers.

Dennys > Type: Full-service > Score: 77

Though its in the cellar in the most recent ACSI ranking of full-service restaurants, its score of 77 the past two years represents a company high for the chain based on previous surveys. According to ACSI, Dennys has revamped menus, remodeled stores, and upgraded technology. Nonetheless, they add, ACSI data show that Dennys lags the most when it comes to service speed.

Chick-fil-A > Type: Limited-service > Score: 86

The highest-scoring restaurant across both the full-service and limited-service categories, Chick-fil-A nonetheless experienced a 1% decline from its ACSI score in 2018. [T]he company still demonstrates customer satisfaction dominance, according to ACSI, which adds With its strong satisfaction edge and plans to continue expanding, the chicken specialist could pose a threat to even the largest players in the industry. This is despite the fact that the chain has been widely criticized and sometimes boycotted over its owners support of anti-gay groups and its opposition to same-sex marriage though in the past few years, protests have quieted.

Panera Bread > Type: Limited-service > Score: 81

This year, Panera introduced a monthly coffee subscription initiative, whereby customers pay $8.99 a month for unlimited coffee at the chains units. To qualify, patrons must first be members of the MyPanera loyalty program. There are currently 38 million people enrolled, and in the past, Panera has gotten high marks for customer awareness of the program. However, the travel site Points, Miles & Martinis published complaints late last year from members who felt that they werent getting as much as they used to out of the program and this month, the food site Delishably suggested that While the program is simple to join and easy to use, its rewards are so skimpy that its barely worth the minimal effort to sign up.

Arbys > Type: Limited-service > Score: 80

Arbys apparently cares so much about tracking customer opinions that it is offering a chance to win cash prizes to anyone who completes its Guest Satisfaction Survey. According to the financial advice site MoneyWise, despite the chains high customer satisfaction score, some patrons feel that its not as clean as some of its competitors, and that its menu should offer more healthy options.

Four Questions

1. What are the rankings (score) of the restaurants you chose? Briefly describe how they plan to improve their rankings.

2. Explain in your own words whether you believe your two chosen restaurants plans to increase their score will work or not.

3. Which of your two selected restaurants do you feel currently does a better job of meeting the needs of their customers? Explain.

4. For larger restaurant organizations with thousands of employees, explain why it is important for a customer service strategy to be shared, understood and implemented quickly among regional managers, restaurant managers and all employees.

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