Primarily we as a group aimed to ask questions in our survey based on the 100s of reviews
that we read; our overall goal was to target the specific failure points that we encountered
whilst analyzing the reviews. We did by splitting up our interview questions into 5 different
categories, were all of them were essential to finding out the key failure points in
madklubben and what their elaborated opinion is.
1) We thought firstly it was relevant to ask the Age, job/occupation, and the name
(mainly to identify from interviewee to interviewee)
2) We thought it was important to start with some general simple questions and to also
sieve out the people who have eaten at regularly madklubben and the people who
have not.
a. This was done by first asking the interviewee what the impressions of
madklubben is, and then how often they usually eat there.
3) One common fail point which was repeatedly mentioned was time, this was
regarding many factors, such as the time it took to get their food, to be served, and
how satisfied the customer was.
4) Another Fail point and category in our interview was the staff, we noticed
throughout the reviews that the responsiveness, friendliness and professionalism
was questioned a lot. We also found it relevant to ask a direct question to the
interviewee in this case asking, “what can they improve on?” to more specifically be
aware of a failure point and the improvement that could follow. We found this
relevant since of course the interviewee could easily say “nothing”, however if they
genuinely felt dissatisfied with something regarding the staff, we felt it was
important to know exactly what.
5) The cleanliness and environment were one of the lesser mentioned failure points,
however we found it still relevant since cleanliness and environment has a large role
to play in customer comfortability. We did this very generally and by asking about
the environment, the atmosphere and cleanliness. Also, just like previously we asked
a direct question to the interviewee which they may choose to elaborate on
specifically what could be done better.
6) Our final category was the food/drinks at madklubben, we asked general questions
regarding the quality and satisfaction of the food and drinks.
a. We also asked the interviewee if they asked for specific instructions for the
food and if it was met, such as medium-rare on their steak, or gluten/vegan
options.
i. Since this was a major failure point in the reviews that food was
served cold, not as they had requested, therefore it was important to
figure out what exactly was the interviewee’s critique.
7) Lastly, we felt it was important to understand the overall satisfaction of the
interviewee and how likely they are to return to madklubben and how likely they are
to return to the establishment.
a. We also asked, if there was one improvement/recommendation to
madklubben, what would it be? This was in order to understand the specific
failure points to make sure that we as a group could elaborate and find
improvements for madklubben to further enhance the customer experience
in the future.