Italian chain Fasta Pasta has continued its run of strong customer service results, taking out the Roy Morgan Customer Satisfaction Award for October, its fourth title in succession.
Taking into account all Quick Service Restaurants (QSR) visited by Australians aged 14+ in the last four weeks, the customer satisfaction rating relates to the proportion of customers that were ‘very’ and ‘fairly’ satisfied with their in-store experience.
For Fasta Pasta, which operates primarily in Queensland and South Australia, the 95 per cent satisfaction rating furthers the brand’s upward trend in customer service results, rising from a low of around 80 per cent in 2016-17.
In July 2018, the chain took top spot from QSR burger brand Grill’d, which had held the title since April 2017.
Grill’d was again the runner up in October, achieving a customer satisfaction rating of 91.7 per cent, ahead of Crust Pizza with 90.8 per cent, Subway with 87.3 per cent and Mad Mex with 86.5 per cent respectively.
Michele Levine, Roy Morgan CEO said the strong results in the last four Single Source Surveys highlighted the hard work of the Fasta Pasta network over the last 12 months.
“We love to see companies turn their fortunes around, and that’s exactly what Fasta Pasta has done over the past year,” Levine said.
“It was beginning to look as if Grill’d burgers would hold the top spot for the foreseeable future, but Fasta Pasta has lifted its game and the customer verdict is unequivocal – with a total satisfaction rating of 95 per cent, it is going to be hard to beat in the months ahead.”
Operating a QSR outlet presents a unique set of challenges, Levine said, outlining customer service, price point and timing as the core components to success.
“Quick-service restaurants are always treading a fine line between speed of service and price point on the one hand, and keeping up levels of customer satisfaction on the other. Clearly Fasta Pasta is striking that balance,” Levine said.
“Sometimes it’s the little things that convince a customer to keep coming back, but knowing what will push their buttons means knowing exactly who is visiting the store and what they value.”
The Roy Morgan Customer Satisfaction results are based on data collected through the group’s Single Source Survey which takes into account interviews with more than 50,000 respondents per year.