Handed to Ten Coffee Drinkers Visiting Panera

¶ … handed to ten coffee drinkers visiting Panera Bread on a Saturday morning to analyze the habits of this particular population.

Please rate the quality of Panera Bread coffee in the scale of 10 (where 1 is unacceptable low quality and 10 is pleasantly high quality)

Please rate the hygiene of the Panera Bread in the scale of 10 (1 stands for extremely dirty and 10 is high standards of hygiene.

Please rate the Panera crews approach to the customers in the scale of 10 (1 is extremely unfriendly and 10 is pleasantly friendly)

Please compare the importance of following items to be presented at the Coffee stand in the rank of 10 (where 10 is very important to have and 1 is not important).

Half and Half Milk

Skim Milk

2% Milk

Milk Powder

Honey

Sugar

Low Cal Sugar

Heat Holder

Cup Lid

Tissue

What should be presented at the pastry stand along with coffee please rank the following items 1 to 10 scale (1 is not necessary and 10 is must).

Scones

Muffins

Bread

Cookies

Sugar Glazed Scones

Sugar Glazed Muffins

Sugar Free Products

Gluten Free Products

Chocolates

Fruits

Customer Satisfaction Questionnaire

Analyses of Rating Questions

Participant

Q1

Q2

Q3

#1

9

6

9

#2

9

7

9

#3

8

5

9

#4

6

6

8

#5

7

5

9

#6

3

4

7

#7

9

5

8

#8

10

8

8

#9

8

7

9

#10

3

1

4

Table 1 The rating given by 10 participants of the Panera Bread Mini Customer Satisfaction Questionnaire

The rating helped to make a direct assessment of customer satisfaction visiting Panera Bread, in terms of quality. Table 1 shows the responses of ten participants for the rating questions. The Panera Bread Shop the questionnaire was handed is located in a particular location that most of the customers frequently visit the shop. Therefore it was expected that most of the participants rate high score. The customer indicated as #10 scored the quality of Panera Bread shop and products below the average; therefore he was asked the reason why he visited the Panera Bread and what his expectations were. In fact he wanted to visit the Italian Espresso shop at the corner; however, the place was closed for renovation. Therefore, his scoring could be biased that his expectations were not met.

Although all of the customers pointed out that the hygiene of the washrooms and store can be improved, nine of the customers were pleased and satisfied by Panera Bread's quality and services.

The ultimate aim of these rating questions was to evaluate the quality of the Panera Bread products and services; however, there was no direct assessment for quantity of the products and services which could be also analyzed by rating questions. For example, the price of coffee question would point out a quantity evaluation. Comparing the quality and quantity of the product and services would help Panera Bread to foresee the strength and weakness of the Panera Bread and provide an opportunity to improve.

Analyses of Ranking Questions

The results of ranking question helped to evaluate the costumer's expectations and priorities. The rank was limited in the boundaries of ten in order to be able to analyze the expectations. Each question was analyzed individually on histogram graphs to make a direct assessment about the items on the coffee stand (i.e., which items are necessary, which are not as important). Therefore, the crew would more attention on those items and check more frequently.

Table 2 The items presented on coffee stand. The y-axis represented the ranking whereas x-axis represented the items. The colors are indication the particular customer.

Table 2 showed very consistent results for Low calorie sugar and powder milk. The last preference of all the customers was powder milk followed by low calorie sugar. It may be suggested that the skim milk users prefer 2% milk if there is no skim milk. Skim milk and half milk were two first preferences. Therefore, it is necessary to control the availability of these two products on the stand to keep customers happy.