NPS Restaurant Scores: How do you Stack up?

We shared the basic rundown on Net Promoter Score (NPS) and its importance to your restaurant here. To sum it up, NPS is a management tool that gauges your customer’s satisfaction and loyalty. It is a survey that is based on one question: On a scale of 0 to 10, how likely are you to […]


Risks and Opportunities in the Restaurant Industry Today

In the nearly six months since the COVID-19 pandemic upended everyday life, the United States has made little meaningful progress towards its containment. As of late July, The New York Times reported that some 21 states were in the “red zone”, with more than 100 new infections per 100.000 people. At the time of writing, […]


Now is the Time to Invest in Winterized Outdoor Seating

With local dine-in eating restrictions choking many restaurants out of business and uncertainty surrounding a resurgence of COVID-19 during the winter, industry professionals are urging businesses to invest in winterized outdoor dining. Speaking to CNN, Jason Kaplan, CEO of JK Consulting Group, said the uncertain future for restaurant operations because of a possible COVID resurgence […]


The Racial Divide in Restaurant Staff

According to the Great Service Divide, a report on occupational segregation and inequality conducted by the Restaurant Opportunities Centers United and of Seattle (ROC), “The (restaurant) industry must commit itself to ensure racial equity in the reopening and rehiring of employees and provide earning opportunities for Black, Indigenous, and People of Color in order to […]


Effectively Implementing COVID Surcharges

As food manufacturing plants around the country shut down because of the coronavirus pandemic, restaurants are choosing to add “COVID surcharges” to their customers’ bills instead of raising menu prices. Typically around 5 percent, these charges help businesses make up for decreased sales and increased costs caused by local restrictions. In West Michigan, customers at […]


Restaurants and DashMart—The New Grocery Stores

Ever since the pandemic ravaged the U.S. and the world, restaurants have been keenly aware that, to survive, they would have to dig deep into their creativity pool and discover additional streams of revenue. Diversity has become their mainstay. As we reported previously, one of these avenues is grocery stores. The New Yorker reported on […]


Touchless Tech Proves Timeless During COVID Pandemic

After all 78 locations of sports-themed restaurant Twin Peaks closed due to local restrictions in March, the company quickly changed the way it does business to adapt to the market. In doing so, the business showed the rest of the industry the intrinsic value and staying power of contactless technology. Prior to the pandemic, Twin […]


Food Media Has A Lot of Work To Do

I’ve written before about how I’m a voracious food-media consumer.  Bon Appétit ‘s YouTube content was keeping me sustained at the beginning of the pandemic; then the rug was pulled out from under me.  Food media was faced with a reckoning.  Were diverse voices being shut out of the media landscape? By now, you’ve seen […]


Is Your Restaurant Staff Wearing Face Masks?

If the answer is no—64 percent of your guests may not return A colleague of mine went to a restaurant the other day and opted to dine on the patio. She was surprised to find that the server was not wearing a mask. Her reaction? She considered leaving, stating that, in our current environment, she […]


Using a Restaurant’s Net Promoter Score to Improve Customer Satisfaction

If you use a Net Promoter Score (NPS) to judge the perceived quality of your restaurants over time, you are in good company. Over two-thirds of Fortune 1000 companies use this important score to keep track of customer loyalty and engagement. In fact, it’s become “all the rage” among Fortune 500 companies. For those of […]