What’s Baking at Le Boulanger: Guest Excellence Program Gives Rise to The Power of Feedback
In today’s ultra-competitive restaurant scene, the only loyal guests are those who are highly satisfied. Experts suggest that restaurant spending could be down again in 2010. And with the proliferation of social media and the ability to get the word out about your recent dining experience, measuring guest experiences has become as important as measuring food and labor cost.
PerformanceScope’s Guest Excellence program, powered by Tell Us About Us’ award-winning technology, provides large and small fast casual restaurants with a distinct competitive advantage over those not measuring the customer experience. Guest Excellence is a best-in-class online customer survey that allows guests a non-confrontational way to evaluate their recent visit. Because Guest Excellence is plug-and-play for any fast casual operator, reports contain comparisons to fast casual “norms” so owners and operators can compare their concept’s performance to that of their peers.
Spearheading this new customer experience measurement program is Le Boulanger, the first company to pilot and rollout the Guest Excellence program. Le Boulanger has won numerous awards for its San Francisco sourdough and 20 varieties of other breads and pastries and is now aiming to provide an unmatched customer experience in the bakery café segment.
“PerformanceScope’s Guest Excellence provides us with the critical guest feedback we were missing. The focus on excellence is helping Le Boulanger to create a culture of excellence in the service and product we provide each guest, each and every day,” declares Maria Aleman, director of retail operations for Le Boulanger.
Mark Netsch, founder and president of PerformanceScope, believes fast casual is making moves to become the dining option of choice. “Fast casual leaders are making a commitment to product quality, service and value that is an attractive differentiator. Working with Neil Culbertson of Growth Partners, we created Guest Excellence after hearing that Fast Casual leaders wanted to commit to a 5-star experience at last May’s NRA show in Chicago. Consumers are savvy and have many dining choices. Operators committed to excellence will see a tangible competitive advantage over those companies choosing to not measure the customer experience. The Guest Excellence program creates a culture of excellence that quickly becomes part of the operation and can be felt by staff and customers.”
For more information about the Guest Excellence program, contact Mark Netsch, CEO of PerformanceScope at 952-941-9000 or visit www.performancescope.com.
About PerformanceScope
Founded in 2003, and headquartered in the Twin Cities of Minnesota, PerformanceScope Inc., is an organizational performance consulting company that measures customer and employee satisfaction for single-unit and multi-unit restaurants. PerformanceScope helps its clients create a culture of measurement and accountability to increase guest loyalty and improve business results.
For more information call (952) 941-9000 or visit www.performancescope.com.
About Le Boulanger
Le Boulanger, Inc., the Bay Area’s premier bread bakery, offers a wide variety of award-winning breads and pastries, as well as freshly prepared soups, salads and sandwiches. Le Boulanger is a family owned business whose baking has won numerous awards for its San Francisco sourdough and 20 varieties of other breads and pastries.
For more information call 408-774-9000 or visit http://www.leboulanger.com/www.leboulanger.com.
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