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Restaurant Intercepts and Server Observations

Objectives:

• Evaluate the introduction of a new special menu placard in a full service restaurant via interviews with diners after they completed their meal.
• Conduct observations on servers at the restaurant to determine not only the amount of time they push the special menu, but also evaluate a variety of other quality control measures.

Research Design:

• On-Site Observations
• Diner Intercepts

Key Learning:

• While the entrees on the special menu were well received, the placard itself scored marginally with diners. There was no preference to the placard over a simple verbal presentation of the specials.
• Overall satisfaction with the dining and service experience was high, but servers were rated lower on their ability to communicate certain specials and make recommendations.
• Learning was used to improve wait staff performance.