Fast ,Fun and freshness

Service Concept
1.Responsiveness
Quick Service( serving as well delivery)
Quick seat down meal
2. Assurance
Fresh and Good qualtiy Japanese Food
3. Tangibles
Variety-( involves 80 types of Japanese food items)
Key location-cover maximum customer ( 3.5 M /year customer world wide)
4.Empathy
Understanding customer types (profiling)
Online seat booking &online( order delivery)
5. Reliability
Value for money( £1.5- £5)
Single diner
 Service Management
1. Capacity Management
2. Scheduling
3. Quality
 Customer Experience.
service quality
No. Process Perceiption comments

1. Location: No obvious adv. outside

Inside : Striking Logo” YO” 1. Hearing+ personal
2. Logo : Fast, fun and fresh.
need/understanding
3. Conveyor belt & color bowls---curious
Walking 4. Environment: = expectation: serve
fast with fresh& nice
Step1 into Yo! A. light color of floor/table/stainless conveyor
Sushi B. set fixed area for dinning tools and menu japanese food,
informal dining
Wall: advertisement : NO Sushi? & How to Yo?
experience.
5. Employee: serve once be sitted.
2. Responsiveness
6. Customer: eating at their own pace, chatting,
look relaxing

1. Food presentation: dishes look similar—

difficult for new comer to identify the dishes.
Step2 Food Especially for vegetarians( labelling ? ) Empathy and
selection. 2. Food freshness: Not quite, especially the reliability
salmon, color changed. Time labelled, but not
taken away when it was due.
 Customer Experience.
service quality
No. Process Perceiption comments
Food 1. Put the button for waitress-convenient.
Step3 ordering 2. Menu with Pic, easy to choose Tangibles

1. about 10 minutes/dish. Fast .

Waiting the
Step4 2. no labelling on seasoning. Difficult to Empathy
food identify.

1.Congested place to sit, interruptions from

others.
Eating the 2. Space availability for group customer Empathy and
Step5
food 3. No separated kids zone/ dish protection reliability
from kids 　

1. NO sign for cashier

2. Potential Bill fraud
Reliability/
Step6 Pay the bill 3. Water Issue- bill wrong assurance
4. Only need to calculate the dishes. No cash
handling by waitress.
Leave the
Step7 1. No container for take-way food
place Empathy
Recommendation & Conclusions