Marketing A cafe has been seeing a decline in the number of customers over the l

Question

Marketing

A cafe has been seeing a decline in the number of customers over the last three months. The manager understands that it is important to retain customers in order to enjoy long-term customer loyalty. He suspects that the decline in the number of customers is due to deterioration in the quality of customer service at the cafe. He commissions you as a consultant to help gauge customers' satisfaction with the quality of service at the cafe. Your finding will help the cafe to make better operational decisions. You are charged with the responsibility of developing a suitable research instrument that will help the cafe achieve its objectives.

Explanation / Answer

Such a situation is very common in business and the organization's character is actually determined through such situations from where the organization needs to emerge from such a situation. In this case the root cause is very clear which is degradation or deterioration of the customer service and in order to resolve the issue I plan to use feedback forms and also surveys in which I will have conversations with old and new customers and try to understand what they are actually looking for. Feedback forms will be distributed to each and every table and the suggestions should be considered to improve the cafe according to the needs of the customers. Survey needs to be conducted in order to get inputs from customers and aspects which they miss in the cafe based on their visits. I need to understand exactly the factor that is missing and that can bring the change and increase the footfall in the cafe.

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