Although most of the Romanians who have eaten at fast food restaurants are satisfied with the taste, quality and freshness of products, almost a third are unhappy with the services provided by these restaurants’ employees, according to a study by 4Service Group, an Austrian company specializing in customer relationship.

The study was conducted between June and December 2016, on 151 mystery shoppers, reports local News.ro.

A total of 36% of respondents were not happy with the promptness with which the employees responded, and 46% were bothered by the long time the employees needed to take, prepare and deliver the order, or to bring the bill.

The study also revealed that the employees of fast food restaurants are less mannered when it comes to female clients. A third of the women who participated in the study considered that the employees don’t display good manners.

Young clients mainly complained about the staff’s promptness. Almost half of those aged under 25 were unhappy with how fast the employees served them their food.

However, 37% of respondents would recommend a fast food restaurant, and 34% would have no problem in trying other such places. But 29% said they would not make such a recommendation to friends and family.

Mystery shopping studies find deficiencies in the quality of services in Romania

Irina Popescu, irina.popescu@romania-insider.com