The Survey Says…. Drive a Culture of Service Quality
Presented By:
Dan Mathews, NCE5, CCS, NAMA, EVP & COO
Jeff Parks, NCE5, Southern Refreshment Services & Vend Food Services, President
Lindsey Nelson, CAE, NAMA Foundation, Executive Director, Development
A Roundtable Discussion
Research Partners
Dr. Ronald Cichy, O.M., NCE5, Professor, The School of
Hospitality Business, Michigan State University
Dr. Praneet Randhawa, Asst. Professor, Merrick School
of Business, University of Baltimore
Funded by: The NAMA Foundation and G&J Marketing
About the NAMA Foundation
Mission: To strengthen and advance the convenience services industry through
strategic support of advocacy, education and research initiatives.
• 501(c)3 charitable organization. (Donations tax deductible)
•
Since its formation in 1982, the Foundation has raised over $10M from
industry suppliers, operators, state councils and allied partners to fund the
development of strategic initiatives in the areas of Advocacy, Education and
Research.
•
Learn more at www.namanow.org/foundation
Research Overview
Six month study designed to establish service &
client variables to help industry understand:
• Perception of route driver relations w/their
companies and the clients they service
• Client perception of service quality and service
provider relationship
• Gaps in relationships
• Training requirements
Key Route Driver Results
Bragging Points:
•
•
•
•
Service Delivery
Loyalty to Manager
Job Autonomy
Interaction w/Manager
Work On’s:
• Internal Representation
• Organizational Commitment
• Rewards Fairness
Key Client Results
Bragging Points:
• Trust/willingness to recommend
• Overall Satisfaction
• Loyalty/commitment
Work On’s:
•
•
•
•
Service Quality
Partner Perception of Performance
Word of Mouth
Relationship Equity
Discussion Points
Client Work On’s:
• Client Willingness to Recommend
• Gap in Service Quality
• Route Driver Performance
• Relationship Equity
Customer Satisfaction
Leadership
Discussion Points
Route Driver Work – On’s:
•
•
•
•
Organizational Commitment
Internal Representation
Rewards Fairness
TALENT Retention
Rewards Fairness
“What gets rewarded gets done was
the belief in the last century. . .
Now, it is what IS rewarding gets
done.”
Discussion Points
Blind Spots/Coaching:
• Route Driver
• Manager/Company Culture
Route Driver Title Change Suggestions
Discussion Points
Next use(s) of results:
• Regional Route Driver Training Program
• Articles in InTouch, Automatic Merchandiser, Vending
Times
• Addition to SDP and/or EDP
• Other ???
A Secret of Leadership
“Are you genuinely a nice person who
really cares about people?”
More Directly Put:
“Don’t be a Jerk –
Do be a Decent Person”
The Service Growth Chain
Internal
Service
Quality
Employee
Retention
Employee
Satisfaction
Sales /
Profits
Customer
Satisfaction
External
Service
Quality
Client
Retention