Appendix II
Service Encounter Report Form
Your Name:
Name of Firm: Old Pueblo’s Cafe Type of Service (industry): Restaurant
Date of Encounter: 4/14/2012 Time of Encounter: 6:30 pm
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 wanted to go to Old Pueblo’s Café (a Mexican food restaurant) because it’s one of my favorite places to eat.
Exactly what did the firm/employee say or do?
The place was so slow. I waited for almost 45 minutes before I was even seated. Then, after I was seated, I waited
over another hour to get my food. I’ve never had such a horrible experience at this restaurant.
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 service was very slow, the food was cold, and it was overpriced.
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 restaurant needs to hire more staff to serve all of the customers. You could tell that they had way more
customers than employees to help those customers.
How likely is it that you will go back to this service firm?
1234567
Extremely Extremely
