True Measure of Customer Satisfaction

Last sunday, I went to the Rain Forest Restaurant for dinner. It's a theme restaurant located at Adyar near my house. The entire set up of this restaurant is like an amazon forest with caves, water falls, animals like deer,python,lion,tiger,crocodile and ducks. It was a very good experience. This is my 6th visit to this restaurant and this time Arjuun really enjoyed the entire forest like set-up inside the cave. I also had a great time with him.

The restaurant crew consisted of group of people along with a Manager. This time I also noticed a new lady in the crew and she was constantly monitoring the way the entire crew was functioning. A number of times, I also saw the crew members collecting the feedback feedback from the customers and handing over the same to the lady. After some time, I went up to the lady and asked her if she is working in the restaurant? She informed me that she is responsible for Customer Satisfaction and her objective is to exceed the cutomer expectations. She also monitors the way the crew members work,serve,talk with customers, ask for the requirements. She informed that she provides a feedback about the performance of the entire team inorder to improve the overall performance of the sytem to enhance customer satisfaction.

I was able to related this directly to the Producer Gap : Minimize the gap between 'What the customer has requested' and 'What the customer actually got'.Hotel industry is one where we can get an immediate measure of product quality and customer satisfaction.