The trend toward delivery of QSR meals is going to be interesting. Isn't this the first time
there has been a third party in between the QSR Operator and the customer? Who is ultimately responsible for customer satisfaction?
If the restaurant is part of a franchised chain who deals with customer satisfaction issues?
Especially when the franchisor has something to do with selecting or managing the outside
delivery service. When a customer calls the corporate office or complains on a feedback
website about food quality or order accuracy who who's responsible, the franchisee or the
delivery service?
The franchised restaurant business is supposed to be about control and consistency. A lot of
that goes out the window when an Operator hands an order to Joe from Acme Delivery service.
Technomic - Delivery Service Trials
.
No comments:
Post a Comment