What do guest surveys from CEMs focus on during their question set?

Guest surveys from Customer Experience Management (CEM) programs are designed to gather comprehensive feedback on various aspects of the guest experience. The focus on team members and overall experience is crucial because it encompasses not just the food quality but also service interactions, efficiency, friendliness, and the atmosphere of the restaurant. By evaluating these elements, Chick-fil-A can identify areas for improvement and ensure that they meet customer expectations.

Surveys aiming at team members evaluate how staff engage with guests, which directly influences customer satisfaction. Understanding the overall experience allows the company to assess how well they are delivering the Chick-fil-A brand promise, creating loyalty and repeat business. Therefore, the emphasis on both team members and the overall experience reflects a holistic approach to enhancing guest satisfaction.