Correlation Study: CEM Scores and Customer Perception Value in Chick-fil-A Teterboro from 2018-2019

Abstract

The monitoring of customer service experiences for fast food restaurants has been on the rise for past three decades because of technological advances. Having access to the current features helps businesses determine what factors to consider for improving their company. There has been research done on research chains such as Chipotle, Subway, KFC, Dairy Queen, and Taco Bell. Each restaurant focuses on similar factors, but there has been little to no research done on the fast food restaurant, Chick-fil-A regarding CEM scores and customer perception. Chick-fil-A is an extremely well known fast food place known to have outstanding customer service because of their overall politeness and fast service. This study aims at looking into one specific Chick-fil-A location in Teterboro, New Jersey, which is known to be in the top 20% of Chick-fil-As in the United States. This research study used stratified sampling in order to conduct a Spearman Correlation Analysis that answered the research question, “Is there a correlation between 4 main components of customer service and an effect on the customer service environment in Chick-fil-A Teterboro, from the years 2018-2019?” Results concluded there were only two direct correlations between two components. The two factors that had the highest correlation with one another were Overall Customer Satisfaction levels and the Attentive/ Courteous component in connection to the overall value of the customer service environment.