Comments on: Macaroni Grill: Ordered Chicken but Got Beef and the Net Promoter Score Survey https://6sigma.com/net-promoter-score-questionnaire-macgrill/ Six Sigma Certification and Training Fri, 28 Feb 2025 11:01:50 +0000 hourly 1 By: Frequent Diner https://6sigma.com/net-promoter-score-questionnaire-macgrill/#comment-25771 Mon, 20 Aug 2012 21:28:00 +0000 https://opexlearning.com/resources/?p=10591#comment-25771 What they should have done, no question about it is to change the dish at no charge. You don’t “find” beef in a chicken dish, it was simply the wrong dish.
This story has actually little to do with NPS, since there is no score compilation with many customers. The question could have been a customer satisfaction one, with any scale, or even just an open-ended question.

By the way, the beef in the photo is cooked. Raw beef is red. What’s in the photo is mostly brown, the color of cooked beef. Wrong dish perhaps but the dish you got may have been properly prepared.

]]> By: Karl Sharicz https://6sigma.com/net-promoter-score-questionnaire-macgrill/#comment-25770 Thu, 16 Aug 2012 21:18:00 +0000 https://opexlearning.com/resources/?p=10591#comment-25770 Outside of the personal letter from the manager, my sense is that their response was fairly pedestrian. I’m not a big fan of chain restaurants in any case, but I feel this could have been handled a lot better. I took ill after eating at a smaller local restaurant in Boston early this year and wrote a letter about that experience where the general manager called me within 2 days of receiving it and followed up by sending me a $200 voucher to come back give them a second chance. That was an impressive response and it did serve to recover the unfortunate situation and I’ve been back there twice since.

]]> By: James Lawther https://6sigma.com/net-promoter-score-questionnaire-macgrill/#comment-25769 Thu, 12 Jul 2012 05:33:40 +0000 https://opexlearning.com/resources/?p=10591#comment-25769 Pete, I agree. I wonder though what feedback they actually got to improve the situation.

If you hadn’t filled in the text box they would have had nothing to go on.

As the old saying goes “weighing the pig doesn’t make it fatter”

James

]]> By: Daniel Lang https://6sigma.com/net-promoter-score-questionnaire-macgrill/#comment-25768 Thu, 12 Jul 2012 00:44:00 +0000 https://opexlearning.com/resources/?p=10591#comment-25768 Absolutely the worst thing for a restaurant is serving raw meat right up there with food poisoning and foul tasting food. You are guaranteed customers who will not return and poor recommendations. I would not bother with a survey.I will let my wallet and mouth do the talking.

]]>