Summary Complaint Sambak 20231124

SAMBAL BAKAR INDONESIA
SUMMARY COMPLAINT
W3 | 18-24 NOVEMBER 2023
CUSTOMER SUCCESS
Rani Kurnia & Septi Jheny
What’s inside
01. Top 5 outlet with the most complaint 05. What supposed to do to increase CSAT
02. Detail all complaints 06. Report CES & NPS
03. Top 5 complaint all outlets 07. What supposed to do to operational team
04. Report CSAT 08. Quadrant Chart

TOP 5 OUTLET
WITH THE MOST COMPLAINT & THE DETAILS
SAMBAL BAKAR INDONESIA TOP 5 – OUTLET WITH THE MOST COMPLAINT
W2 Nov 2023 (11-17 Nov) W3 Nov 2023 (18-24 Nov)
Outlet Amount Complaint Type Outlet Amount Complaint Type
CIBUBUR 12 Cleanliness isn’t CIBUBUR 16 Cleanliness isn’t

maintained, Food quality maintained, Food quality
PARUNG 12 Food quality, Cleanliness DRAMAGA 8 Serving food takes a long

isn’t maintained time, Food quality
SURABAYA 8 Human error, PONDOK 7 Food quality,

Unprofessional service, RANJI Unprofessional service
Food quality
JGC 8 Serving food takes a long KALI ABANG 7 Food quality, Serving food
time, Human error, takes a long time
Cleanliness isn’t
maintained
SURABAYA 6 Food quality
JATIWARNA 8 Food quality,
Unprofessional service
DETAILS
*more info :
https://docs.google.com/spreadsheets/d/1kN63CpUj2INELwD
lUVwkjHL4vBdm4B7bG6onMvwSCc0/edit#gid=175895238
SAMBAL BAKAR INDONESIA Last week :
2023-11-11 - 2023-11-17 = 96 [total complaint]
Top 5 complaint
all outlets
SAMBAL BAKAR INDONESIA [UPDATED 2023-11-24]
1. SERVING FOOD TAKES A LONG TIME [around 30/45 minutes - 1 hour +]
2. SERVICE [such as; unfriendly staff, unprofessional staff, 1-2 menu was missed or served late that caused the other food cold, the staf lacks
attention to detail, cashier service is slow, staff late inform to customer if their orders sold out]
3. FOOD QUALITY [lack of/too much taste, ingredients not fresh, under/overcooked, food served in cold, fish smells bad, bitter chili sauce,
some of proteins aren’t managed cleanly, so there are still dirty in shrimp]
4. CLEANLINESS IS NOT MAINTAINED [toilet, garbage piled up in the outlet like in a toilet and near the parking area, lots of flies, greasy table
and flooring]
5. PARKIR STAFF NOT HELPFUL

REPORT CSAT
&
WHAT SUPPOSED TO DO TO INCREASE CSAT
CSAT (Customer Satisfaction Score)

> Methods of measuring customer satisfaction with a product, service
or experience of a business
> There is a increase from last week [17 Nov ‘23 with Score = 73.68]
WHY HAS “CSAT” STILL LOW?
[updated 2023-11-24]
customer success must do THIS,

TO INCREASE CSAT
1 3
EMPATHY FOLLOW SOP, DISCUSS TO LEADER FOR
Say sorry and understand their feeling SOME HARD CASE/HARD COMPLAINT
Knowing what’s type of hard complaint
KNOWING THE CHARACTER OF CUSTOMER GIVE BEST SOLUTION
2 If there’re in a high-emotion state its better to better

probe less
4 Such as; a compliment, voucher, etc [following
by SOP]
report ces & nps

CES [Customer Effort Score]
> Customer service metrics that measure the customer experience when
a customer uses a product or service
> There is increase from last week (17 Nov ‘23 with Average = 4.12)
NPS (Net Promoter Score)
> Metrics that measure customer loyalty and satisfaction
> There is no change from last week (17 Nov ‘23 with Overall = 41)
WHAT SUPPOSED TO DO
TO OPERATIONAL TEAM
always work with heart
and remember
Customer satisfaction is our priority
All operational team must do this :
• Be more prepared before the restaurant opens

• Keep friendly & be polite to all customers
• Fix the communication between cashier, server and kitchen team
• To manage product stock during peak hours
• Quality control all the products
• Double check all orders [make sure no one missed]
• Re-check for outlet facilities and maintain cleanliness
• Estimate the burning time of the food
• Change the serving food system
• Make a discuss about parking rates & the attitude parkir staff
QUADRANT CHART
The highest rating is

in Dramaga: 4.9
Surabaya & JGC are

still at the lowest rating
of 4.4
41.67% of consumers who come are with one other person

16.67% of consumers know SBI because they know it through passing outlets,
then followed by Souce of Awareness (SoA) TikTok at 58.33%
41.67% of people say that the value given to SBI food is 10

33.33% of people say that the appropriate value for SBI service is 10
41.67% of people say that the appropriate value for the atmosphere of SBI outlet is
10
Around 25,00% of respondents want to recommend the SBI brand to their

relatives/friends/family
THANK YOU!
www.sambalbakarindonesia.com 0823xxxxxx
sambalbakar2022@gmail.com Jakarta

Summary Complaint Sambak 20231124

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SAMBAL BAKAR INDONESIA

02. Detail all complaints 06. Report CES & NPS

04. Report CSAT 08. Quadrant Chart

W2 Nov 2023 (11-17 Nov) W3 Nov 2023 (18-24 Nov)

Outlet Amount Complaint Type Outlet Amount Complaint Type

CIBUBUR 12 Cleanliness isn’t CIBUBUR 16 Cleanliness isn’t

PARUNG 12 Food quality, Cleanliness DRAMAGA 8 Serving food takes a long

SURABAYA 8 Human error, PONDOK 7 Food quality,

1. SERVING FOOD TAKES A LONG TIME [around 30/45 minutes - 1 hour +]

5. PARKIR STAFF NOT HELPFUL

CSAT (Customer Satisfaction Score)

customer success must do THIS,

KNOWING THE CHARACTER OF CUSTOMER GIVE BEST SOLUTION

2 If there’re in a high-emotion state its better to better

report ces & nps

> Metrics that measure customer loyalty and satisfaction

• Be more prepared before the restaurant opens

The highest rating is

Surabaya & JGC are

41.67% of consumers who come are with one other person

41.67% of people say that the value given to SBI food is 10

Around 25,00% of respondents want to recommend the SBI brand to their

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