Appendix II
Service Encounter Report Form
Your Name:
Name of Firm: Applebees Type of Service (industry): Restaurant
Date of Encounter: 1/15/2012 Time of Encounter: 9:00 p.m.
How did the encounter take place (e.g., in person, by phone, via a self-service technology)?
In person
What specific circumstances led to this encounter?
I was leaving school and going out to dinner with a couple of friends late at night on a Friday.
Exactly what did the firm/employee say or do?
The employees were super nice. They greeted us the second we walked in the door. Our waiter was also great. He
constantly checked on us and made sure we had everything that we needed. He even made recommendations for
food and drinks.
How would you rate your level of satisfaction with this encounter? (Circle the most appropriate number).
1234567
Extremely Extremely
Dissatisfied Satisfied
What exactly made you feel this way?
The kindness and helpfulness of the employees made me want to go back.
What could the employee/firm have done to increase your level of satisfaction with the encounter? What
improvements need to be made to this service system?
The only improvements that I would suggest are making the food better. The quality of the food was poor, even
though the customer service is excellent.
How likely is it that you will go back to this service firm?
1234567
Extremely Extremely
