Objective	To provide you with an opportunity to obtain information on customer needs, expectations and satisfaction levels using both formal and informal research, and to provide opportunities for customers and colleagues to provide feedback on products and services.
	Whatformal and informal research methods are used in your restaurant in terms of:
	Analysis of the competition?	informal : formal :
Analysis of industry service trends?	informal: formal:
Analysis of customer service surveys?	informal: formal:
Customer focus groups?	informal: formal:
Seeking feedback from service delivery colleagues?	informal: formal:
Talking to customers?	informal: formal:

Activity 1B

Objective	To provide you with an opportunity to review changes in internal and external environments and integrate findings into planning for quality service.
	Give examplesbelow of the types ofchanges in external and internal environments that may affect service in your restaurant:
	Types of changes	Examples
Competitive environment
Economic climate
New technologies
New equipment
Management changes
Organisational restructures
Recruitment practices
Customer service preferences

Describe how changes in external and internal environments affect quality service planning in your restaurant.