When it comes to satisfaction... first impressions count!
 

http://www.4hoteliers.com/4hots_nshw.php?mwi=1195

First impressions count and for the UK hotel and restaurant industry it is the details, such as clean cutlery, fresh smelling linen and friendly staff that win with customers.

This is highlighted by the results of a national survey released today to coincide with the opening of Hotelympia 2004 (Reference 1), the UK's largest trade exhibition dedicated to the hospitality industry. P&G Professional, the Away From Home business division of Procter & Gamble UK, commissioned the survey to gauge customer satisfaction with cleaning and service standards when staying or eating away from home.

Dean Keeling, marketing manager for P&G Professional says: "Most people are aware of the importance of cleanliness in their homes, and so when they are paying to eat out or stay in a hotel they naturally expect as good as or even better attention to these details. The survey results show, however, the strength these impressions actually mean to the reputation and even the future success of a restaurant or hotel.

"Nowadays when chefs are celebrities and many restaurant and hotel chains have strong brands, the customers experience starts with their expectations and includes the location, the entrance, the ambience and atmosphere and even the other diners, as well as the menu and the food.

"It takes years of hard work and dedication to build the reputation of a hotel or restaurant, but a lapse in cleanliness and hygiene can be catastrophic," adds Keeling.

The survey asked consumers who had recently stayed in a hotel or visited a restaurant about their first impressions - and most importantly, what were the details they noticed that proved to be make or break for their enjoyment and likelihood to recommend their experience to a friend.

Key findings (2) include:

• The cleanliness of cutlery and crockery (90%) is seen as the most important factor in building a restaurant's reputation - even above the quality of the food! (89%)
• Helpful staff (93%) is rated the top factor affecting the enjoyment of a restaurant - over twice as important as menu choice (44%)
• 81% of diners will definitely be put off returning to a restaurant if their glass is dirty, and 87% will complain instantly
• 82% will definitely be put off returning if the restaurant's toilets are unsavoury
• The number one thing to put someone off returning to a restaurant is the glimpse of a dirty kitchen area (91%)
• Upon entering a hotel room for the first time the first thing the majority of people will do is check the cleanliness of the bathroom (92%) and the sheets (67%) - then women go on to check the cupboards (56%) while men relax and make a drink (59%) and turn on the radio or TV (49%)
• 82% of people state that smell is something they would notice immediately on entering their hotel room - and 79% of women state that a bad smell will definitely put them off their stay
• Overall, women are much less tolerant of lack of attention to cleanliness details, apart from in the hotel buffet area where 97% of men will definitely be put off if it is dirty!
• And when it comes to recommending an experience to a friend, over half would communicate a bad restaurant experience (66%) and over three-quarters would talk about a bad hotel stay (76%)

References:
1.) Hotelympia 2004, runs from 23-27 February 2004 at London ExCel. Entrance is trade only, for entrance registration www.hotelympia.com
2.) These and other facts regarding the 'First Moment of Truth' for patrons of restaurants & hotels were achieved from a telephone study conducted in the UK by Taylor Nelson Sofres, April 2003. Interviews were conducted with 159 adults that had visited a restaurant in the past three months and 129 adults that had visited a hotel in the past three months.

Note:
P&G Professional is dedicated to providing professional cleaning and laundry solutions to the Out of Home sector, and has an extensive brand range including Professional variants of Flash, Fairy, Ariel, Bold, Daz and Lenor.


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I have a friend who first inspects the restroom - if this is clean, the restaurant will be O.K....
Check it out - it's true!

No wonder the Mr. Clean Vanilla restaurants that serve mediocre food are making it. The cleanliness of the restaurant is the most important item to the consumer http://www.flyertalk.com/dining/ftdi...m/rolleyes.gif

Clean glassware or stemware as well as the actual items one's meal is served on, I agree need to be ultra clean. However, I could give two craps about the condition of the floor or bathroom and certainly refuse to believe that they have a direct effect on the chef and the food prepared. Perhaps a link in the Customer's mind but that is a different thread.

OK? I look for far better foodwise than ok. Applebee's (or take your pick) has clean bathrooms but their food is crap to mediocre.

You are right with chains ... but in small Italian, French, Indian ..... restaurants you better check first! Or don't "visit" later. http://www.flyertalk.com/dining/ftdi...um/biggrin.gif
BTW, I have never been at an Applebee's or such. One time we went (very hungry!) to "Bob Evan's" or so ... and left the restaurant after we looked at the food from other people...
I rather "open a tin at home" and overcook it myself ...