Page 50 - Design for Six Sigma for Service (Six SIGMA Operational Methods)
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32 Chapter Two
Table 2.1 List of Customer Needs for Restaurant Service
1. Food tastes good 20. Can order quickly
2. Unusual items on menu 21. Know how long a wait for table
3. Hot soup, cold ice cream 22. Food is healthy
4. Feel full after the meal 23. Menu items easy to understand
5. Don’t feel overfull after meal 24. Prompt delivery after ordering
6. Food looks appetizing 25. Get what was ordered
7. Food courses arrive on table 26. Get the correct bill
at right time
8. Don’t feel hungry one hour 27. Billed as soon as meal is over
after meal
9. Clean restrooms 28. Shouldn’t feel rushed out of
restaurant
10. Clean tables 29. Make me feel at home
11. Clean plates and silverware 30. Order additional items quickly
12. Clean, well-dressed 31. Errors and problems quickly
employees resolved
13. Light not too bright 32. Errors and problems satisfactorily
resolved
14. Light not too dim 33. Staff willing to answer questions
15. Shouldn’t feel too crowded 34. Greeted immediately on being seated
in space
16. Don’t want noisy atmosphere 35. Waiter should be patient while
ordering
17. Want smoke-free atmosphere 36. Fill water glass promptly without
asking
18. Wide choice of food 37. Polite, friendly staff
19. Enough time to read menu 38. Short wait for table
Source: Ramaswamy (1996).
