Cracker Barrel 2006 Annual Report Download - page 19

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Cracker Barrel Old Country Store
In 2006, Cracker Barrel was honored to be named “Best in Family
Dining” by Restaurants & Institutions magazine for a record 16th
straight year. But that didn’t stop us from taking important steps to
improve the quality of our service. In October, we began our
Guest Loyalty Program, using register receipts to invite guests to
participate in Interactive Voice Response phone surveys about
their visit. Today, store managers receive monthly reports to help them
constantly improve guest experiences.
While Cracker Barrel has always been about letting folks relax,
we take the speed of our service very seriously. This year, we
tested a new Kitchen Display System that tracks customers’ food
from order through preparation—and even notifies servers when
food is ready for pick-up. Initial results have shown the system’s value,
and we’re already making plans to include this new technology
in our strategy to improve the speed of our service.
We’re also re-evaluating our restaurant layout and seating by testing
new table set-ups that allow for more two-party seating with
increased privacy. Not only has this added a unique new space for
guests to enjoy, it’s shortened wait-times for smaller parties—
while increasing the number of guests we can serve throughout the day.
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