mike’s donuts & chicken
TRANSCRIPT
Mike’s Donuts & ChickenShopping Report
Presented by Team Digby:
Sam Saalfeld, John Kreul, Jessica Jennings, Eddy Acevedo
Mike's Donuts and ChickenPros
• Unique Menu
• Great meal presentation
• Halloween decorations and unique branding makes the experience fun and different than traditional restaurants
• Great tasting donuts
Cons
• Poor customer service
• Poor Cleanliness
• Long wait time till food was brought out
Rating: 6.6/10
9:00AM Ordered Coffee & Donuts
Pros
• Quick, friendly service
• Clean environment, sitting area
• High in and out traffic
Cons
• Slow checkout process
• Long line
• Not an ideal hangout
Rating 7.8/10
Donuts and coffee around noon -fresh and delicious
PROs• fresh food• decent selection• fast and friendly
service• premiums
CONs• no drive-thru• difficult to get
to• boring/plain
interior
Rating6.8/10
Grabbed a quick lunch before class on Wednesday at 11 am
PRO's• Extremely fast
service• Polite staff• Clean environment• Tasty food• Extra seating
during peak hours• Offer catering
CON's• In a Mall• Inconvenient
parking• Chain style food • Closed on Sunday• Not a good hang out
place• No Alcohol
Rating: 5.8/10
Popeyes around 12:00pm on a Friday
Pros
• Fast Food
• Good Food
• Friendly Employees
• No line
Cons• Flies
• Not a typical Social Setting
• Congested drive thru
Rating: 6.6/10
Scoring Environmental Factors
Location Convenience Price Selection Atmosphere Average Total Score
Mikes Donuts & Chicken
7 5 7 6 8 6.6
Dunkin Donuts
8 9 7 8 7 7.8
Gurnee Donuts
8 6 9 7 4 6.8
Popeyes 7 6 8 6 6 6.6
Chick-Fil-A 5 5 6 7 6 5.8
Personality Perceptual Map Functional Quality
(High)
Affective Quality (High)
Affective Quality(Low)
Functional Quality(Low)
Qualities of an Environment
• Higher Prices• Not a Wide Selection • Inconvenient Parking• Inconvenient Location• Slow Service
• Good Music• Friendly Employees • Good Food• Flies • Dirty Environment• Congested Space
Functional Quality
Affective Quality
Atmosphere
Nonverbal Communication Affects of the Message
Space within the building
Relationshipsbetween guests
and staff
Mannerisms/ Body Language from server
to guest
Symbolsmenus and
signage
Verbal communications
between server and guest
Time waited for food
Etiquetteservice
expectations
Agreement to pay the bill and
be serviced
Message to the consumer
Situational InfluenceTime
• Under time pressure Mike's Donut & Chicken is not ideal
• Service is generally slow
Location
• Location near downtown Kenosha harbor drives business during the summer making it a travel destination
• The functional and affective qualities could improve - Mike's located somewhat inconveniently downtown
• Interior decoration lightens mood
• The interior however lacks cleanliness
Conditions
• Seasonality directly affects business - rooftop bar
• Donuts selection changes with seasons
• Amount of passerby's varies from summer to winter heavily
Basic Disconfirmation Process
Expectations
• Great food & fun experience overshadowed by poor service and cleanliness
Performance Perceptions
• Common knowledge that service is poor, people still come for the food and fun
Disconfirmation
• Either positive or negative depending on your perception and expectations
Recommendations• Mike's should have a host to seat guests
• Servers should explain the restaurant and recommend dishes
• Cleanliness needs to be addressed
• Congestion needs to be addressed
• Emphasis seasonal products to drive business
• Continue to keep up the unique atmosphere that Mike's locations are known for
Questions?