T.G.I. Friday's International Discovers the Key to Guest Satisfaction and Employee Engagement
T.G.I. Friday's takes pride in having a fun environment and a staff with big personalities who are willing to go the extra mile, making each experience a memorable one. When a market grows - nationally or internationally - how can operators make sure they're delivering not just a dining experience, but a Friday's experience?
Friday's UK partnered with SMG to better understand a unique guest experience, and how fun servers with fun atmosphere are standard sides with any Friday's meal.
Guest Experience Monitor
Together SMG and Friday's implemented the Guest Experience Monitor (GEM) to provide actionable reporting and insight at both the restaurant and head-office level. GEM is critical to determining what guests are looking for in their experience and how well Friday's is delivering upon that.
The Key to Guest Satisfaction
SMG helped Friday's prioritize its attention on the key drivers that make the greatest impact on guests’ satisfaction. SMG's analysis identified Overall Fun Atmosphere as a top driver of a great experience for Friday's guests and determined what key attributes contribute to making a great atmosphere.
Determine what elements will make a guest have an unforgettable experience at a Friday's restaurant is key, however implementing those elements in the field is crucial. Friday's implemented a key initiative to build on the key factors that deliver a great guest experience.
“We've almost doubled the number of guests who have left our building feeling excited, feeling energised,"- Darrell Wade, T.G.I. Friday's UK Commercial Director
"SMG comes with an
approach of seeking to
solve the problem
and challenges you're
faced with in a fresh way."
Darrell Wade- T.G.I. Friday's International