1. How waiting lines affect customers’
satisfaction at Subway
N O V E M B E R 7 TH, 2 0 1 1
2. Customer satisfaction
*Images were retrieved from Google.
3. Research purpose
To analyze the waiting lines during weekends at the subway located at
Wal-Mart, in order to find a more efficient way to serve the customer so
they can save time and therefore accomplish customer satisfaction.
Identify the main characteristics of the waiting lines at subway.
Identify things to improve in order to achieve customer satisfaction.
- Research Design
Actual wait time will be measured
On site observation
Takes notes on:
Elements to make waiting environment more comfortable.
Weakness of waiting in line and the ordering – buying process.
Customers’ interaction during the service delivery process.
6. Cost / benefits of design
Hire staff to hand out the questionnaires.
Hire staff to conduct the interviews.
The results can be used to implement a solution right away.
7. Study instruments/Data collection
5-point Likert scale
8. Study instruments/Data collection
Transcribe the interviews and identify common issues described by
Information will only be shared with Subway executives.
Confidentiality of respondents.
Questionnaires will not ask for personal information.
Nature of the visit to the location