** Source: "The Strengths of Engagement Track", Buckingham, Marcus,
The Marcus Buckingham Company - White Paper Series, 2007 , p.2
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Senior Managers Know
- There are differences in guest performance ratings between their locations.
- There are differences in guest performance ratings between market areas.
Senior Managers DO NOT Know
- The increase in guest visits that results from improved guest ratings.
- There is more difference in guest performance between your own locations than between you and your competition on average.
- Each restaurant actually receives different guest ratings throughout the year on food quality and service.
- New unit expansion nearly always reduces guest performance ratings.
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