Recommend
(60% weighting to a dish score)
Definition
The likelihood that a customer would suggest the dish to others.
What to Consider
Would the customer confidently suggest this dish to a friend, colleague or even a stranger?
Does it stand out enough to be memorable?
Do any of the subscores (Look, Taste, Portion & Value) prevent a recommendation?
Importance
Recommendation reflects overall satisfaction and word-of-mouth potential, influencing future sales, reputation, and customer loyalty. A dish that is frequently recommended becomes a driver for repeat business and brand credibility.
1. Look
(10% weighting to a dish score)
Definition
The visual appeal of the dish, including plating and overall presentation.
What to Consider
Does the dish look appetising and fresh?
Is it presented neatly and in an aesthetically pleasing way?
Does it align with the brand promise?
Does it look how I imagined before ordering it or as it was before?
Importance
People eat with their eyes first. A visually appealing dish sets expectations for the overall dining experience.
2. Taste
(10% weighting to a dish score)
Definition
The flavour of the dish, including seasoning, texture, and execution.
What to Consider
Are the flavours as expected?
Is the seasoning appropriate and consistent?
Does it deliver on the expectations for the dish (e.g., spicy being spicy)?
Importance
Taste is the measure of satisfaction and is often the deciding factor in a customer’s overall perception of a dish.
3. Portion
(10% weighting to a dish score)
Definition
The quantity of food provided relative to expectations and context.
What to Consider
Is the portion size appropriate for the price and the type of dish?
Does the portion leave customers satisfied but not overwhelmed?
Is it consistent with what is advertised or expected?
Importance
Portion impacts customer satisfaction and perceptions of fairness, which ties directly to value.
4. Value
(10% weighting to a dish score)
Definition
The perceived worth of the dish in relation to its price, quality, and experience.
What to Consider
Does the customer feel they received a fair exchange for the cost of the dish?
Is the quality of ingredients and preparation justified by the price?
How does it compare to similar dishes at competitors or in the market?
Importance
Value is the cumulative impression of the dish based on Look, Taste, and Portion, but also accounts for external factors like pricing, service, and market positioning.
How Value Differs from the Others
Look, Taste, and Portion are tangible elements tied directly to the dish itself, while Value is more subjective.
A dish could look great, taste amazing, and have a generous portion but still feel poor value.
Summary
Each metric represents a critical aspect of the customer experience:
- Look creates the first impression.
- Taste defines the core satisfaction of the meal.
- Portion ensures expectations for quantity are met.
- Value ties it all together, impacting repeat purchases and loyalty.
When combined, these metrics offer a comprehensive view of the dish’s performance.
Balancing them ensures that customers feel the experience is worth their time and money.