AWARD: National Excellence in Customer Service Winner Credits Knowat
Chester’s Pastarazzi Ristorante won the 2006 British Hospitality Association award for Excellence in Customer Service at the Business Excellence Awards recently. Success in this key attribute for the hospitality industry doesn’t come easy. Stephen Wundke, proprietor of Pastarazzi Ristorante, The Globe and The Groves Restaurants has been using Knowat for some time.
He stated: "Knowat is a key component to our Excellence in Customer Service award win. "
The Knowat customer satisfaction management system was introduced in order to improve the quality of food and service. It has resulted in a 51 per cent customer return rate, with 98 per cent saying they would recommend the restaurant and return. Stephen has found the results and the information given to him through the flexible Knowat system to be invaluable in developing his business.
"As a result, we have the most accurate, daily information on both the level of product we provide and the service that accompanies it. We now have over 3000 responses from our customers telling us about their experience ."
He also knows: § Pastarazzi management thought of themselves as a brasserie style restaurant and believed that is how they were perceived. They found of 704 customers questioned, 14% thought they were a brasserie, 61% thought they were a specialist Italian restaurant. § Despite advertising, 46% of 704 respondents said they were not aware of the fact the restaurant served light lunches and would use the service in the future now they knew about it. § 10% of 2,040 customers heard about the restaurant from adverts, 21% were passing, 37% were recommended and 32% are regular customers. § Everyone working in the restaurant has an up to date figure for what percent of customers rate the quality of their food and service as above average to excellent. § Management measures ‘value for money’ to assess profitability. Scores need to be average to above average. Anything above this means they are not charging enough, below it means they are charging too much. § He can test future plans by asking ‘if we…..would you use it?’
Bob Cotton, OBE, Chief Executive of the British Hospitality Association and Chairman of The Best Practice Forum said; "The Business Excellence Awards are awarded to UK businesses that have demonstrated their willingness to adopt or adapt best practice in all aspects of their operation – so raising their efficiency and their profitability. They show how innovative business practice can achieve outstanding success. My congratulations to Pastarazzi."
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Photos available at www.marketingprojects.co.uk/ournews/ Caption: Stephen Wundke receiving Pastarazzi Ristorante’s award from Michael Gottlieb of the Restaurant Association National Committee. Photo courtesy of The Media Pack Ltd.
Knowat the customer satisfaction management system, provides real-time, quality and volume assessment of a business’ service standards and potential skills and training needs. It is a hand held Personal Digital Assistant linked to a smart and secure web based analysis of the data collected. This data is accessed at anytime and is personalised for and by the user.
It allows users to set questions to measure customer satisfaction and enables an instant understanding of areas of poor service that are losing the business money, referrals and reputation. It also has multi-language capability. Customers like the opportunity to comment and feel comfortable using the hand-held. It only takes about 30 seconds to complete.
Unlike more expensive and slower paper based systems, Knowat users can see instantly what customers think of the services on offer, the facilities, value for money, whether they would recommend the experience and more, all for around £1 a day. Users gain quality, quantitative data without the expense, time needed and delay to collate and summarise the information needed for a better business.
Pastarazzi Ristorante opened 10 years ago in October 1995. The first of the new wave of restaurants in Chester before the days of pavement cafés, it is still the standard for all independent restaurants interested in quality dining and undisputedly Chester’s number one Brasserie restaurant.
More information about the Awards at www.businessexcellenceawards.com An employee of Pastarazzi Ristorante will receive up to a two-week summer business school programme of their choice sponsored by The Savoy Educational Trust, at an esteemed Hospitality, Leisure or Tourism, Management School, such as Cornell University, the Ecole Hôteliére de Lausanne in Switzerland.
Press information: Jane Harrad-Roberts Marketing Projects PR Mobile and out of hours: 07785 395705 Email: jane@marketingprojects.co.uk Office: 01244 330000 Email: swundke@chester.com 29 Grosvenor St, Chester CH1 2DD Website: www.pastarazzi.com
Stephen Wundke, Pastarazzi Ristorante
Mobile: 07971 404 930
