In any given four-week period, more than 11.3 million Australians 14+ (almost 60 percent of the population) visit at least one quick service restaurant. Of the 32 categories measured for the Roy Morgan Customer Satisfaction Awards, quick service restaurants tend to rate towards the lower end of the satisfaction scale.
However, Guzman y Gomez achieved a satisfaction rate of 92 percent, taking out the award for customer service satisfaction in the quick service category for July.
Pizza Capers (winner of the Quick Service Restaurant of the Year in the 2015 Roy Morgan Customer Satisfaction Awards) took out third place with 88 percent, while burger chain Grill’d took out second with 90 percent.
“The quick service restaurant category is among the most crowded and hotly contested of all the Roy Morgan Customer Satisfaction Award categories. Satisfaction levels vary wildly, winners come and go, and culinary trends even play a part to a certain extent,” said Norman Morris, industry communications director, Roy Morgan Research.
“The popularity of Mexican cuisine, for example, has surged in recent years: 44 percent of the population now say they like eating it, compared with 39 percent in 2013. Ever more Mexican eateries are springing up to take advantage of this – but although this month’s winner, Guzman y Gomez, has almost certainly benefited from the current Mexi-madness, its award is due to more than that. Its emphasis on excellent customer service, fresh ingredients, and a vibrant and fun ambience is obviously being noticed by its customers.”
Steven Marks, Founder and Managing Director at Guzman y Gomez said, "People think that speed and convenience comes at cost but at Guzman y Gomez we are proving this is just not true. We don't make compromises on anything we do, from delivering quality, fresh and ethically sourced produce to ensuring every single one of our guests receive the best service. We are relentless in making sure we only offer the best to our guests and these results are proof of that."