When complaints increased and revenue growth stagnated at 3% in 2007/2008, the Sawasdee Restaurant, Thailand, determined to Improve service quality by leveraging customer knowledge. At the time the only customer data collected was food orders and table reservations records with names and phone numbers. Records of all customers based on their type of organisation, family…

BPIR Categories

1.1.5 Conduct customer surveys
1.1.7 Review customer listening & learning methods
10.2.2 Acquire & collect information/knowledge

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