Food Safety Management Systems to Enhance Customer Experience

Restaurant cleanliness matters! It’s the most important driver of customer visitation (i.e., they come back more often and increase sales) and brand loyalty, just behind the importance of employee service and food quality attributes. Employee service, “cleanliness“, and how the employee cleans are important attributes that inform a customer’s perception of good service and hospitality. Food safety management systems that control food safety hazards can also directly influence restaurant facility cleanliness, employee service, and food quality, and can be leveraged to enhance the customer experience. This session will present a successful model to enhance both food safety management and customer experience in a restaurant environment.