The Almaty City Development Center conducted a study of the level of hospitality of catering facilities in Almaty.
The study was carried out by the «Secret Buyer» method, followed by filling out the questionnaire and giving points, by a continuous sample. The technology of this method is the following: under the guise of ordinary customers in restaurants addressed «special agents» - trained and trained «secret buyers.» This method allows you to analyze different aspects of the work of catering places through the eyes of a «real customer» and develop recommendations to improve the work.
«Objects were evaluated in 6 directions (meeting, identifying needs, communication and sales, dealing with conflicts and objections, farewell and general observations). The final assessment was assigned to 4 levels of customer orientation - excellent, good, satisfactory, and unsatisfactory,» explained the Chairman of the Board of the Center Zhanna Tulegenova.
A total of 106 catering facilities in Almaty were surveyed and successfully selected under the Recommended by 28-th Winter Universiade Almaty-2017. By the way, the Partnership Program provides for the voluntary participation of hotels, hostels, catering facilities located in the city of Almaty. The program was initiated by the mayor of the city together with the Directorate of the Universiade, KTA, KAGIR and the Almaty Restaurateurs Alliance.
In her report, Zhanna Tulegenova described the results of the study. For example, most catering facilities received an average rating of «Excellent» and «OK." Of the 106 catering facilities - 69 (or 65%) was rated «Excellent,» 23 (or 22.6%) - «Good,» 13 (or 12.2%) - «Satisfactory,» and only 1 (or 0.94%) - «Unsatisfactory.» were rated above the 90-point threshold.
10 Fine Dining facilities, 21 Casual dining, 19 cafes, 9 bars, 4 coffee shops, 4 fastfoods, and 2 dining rooms received the «Excellent» rating. This means that these facilities do not have complaints about hospitality, as well as the process of service and service.
For example, Dickens, Entrecote Garden and Investor received the highest score of 150 in the Fine Foods category; Casual Dining - Rumi Taste Centre, Vino da Puri, Dedas Puri. The best fast food restaurant in the industry is the Broadway Burger, the best cafe - Leo's cafe and Terrace. Rittoria meals and more in the «dining» category, and Madeni Ashana received 150 points in the «coffee» category.
Meanwhile, one casual dining institution was rated unsatisfactory. This means that this institution needs to critically rethink its approach to guest service and improve the quality of hospitality.
Analysis in terms of categories of establishments showed that not all premium restaurants demonstrated a really high level of service, 2 restaurants in this category received a satisfactory rating, 6 - good and 10 - excellent.
«Despite the fact that the restaurants Casual dining, fast casual represents the majority of those who received excellent rating, they also make up the majority of those who received a satisfactory rating. «This suggests that institutions in this category need to comply with the same standards of service to form a positive perception among guests, corresponding to the stated level and class of the institution,» - explained Zh. Tulegenova.
Most of the cafes got a great rating. All the coffee shops studied, or 100%, received an excellent rating. In addition, all Fast Food establishments were above the threshold, receiving good and excellent ratings, despite the fact that they are fast food companies. Also, all the canteens are located above the threshold level, getting excellent and good grades.
