April 11, 2019

Dear Sir/Madam:

Good day!

I, the undersigned, am a 4th year student of Bachelor in Science, Hotel and Restaurant Management at St.
Scholastica’s College, Manila. Currently, I am working on my thesis entitled, “Success Indicators among Small
Catering Firms as Perceived by Customers”. This study aims to identify the factors which are highly considered by
customers in deciding to choose their respective caterers.

In this regard, may I request you to be one of the respondents in this study. Your support in this undertaking
will surely go a long way. This study can better shed light about how the small catering business can achieve greater
customer satisfaction, which is one way of increasing their marketability. Such will not only help them grow their
business, but can all the more benefit customers like you.

Please feel free to express your opinion and responses to the questionnaire attached herewith. Trust that your
personal information will be treated as confidential. Your kind attention and cooperation shall be highly appreciated.
Thank you very much in advance.

Yours truly,

ANGEL SORIANO

RESPONDENT’S INFORMATION

Name (Optional): __________________________________________________

Place of Residence: __________________________________________________

Directions: Check ( ) the corresponding box.

Age Group:
 Less than 20yrs
 20-29yrs
 30-39yrs
 40-49yrs
 50-59yrs
 Over 60yrs

Gender:
 Female
 Male

Civil Status:
 Single
 Widowed
 Married
 Separated
Highest Educational Background

 High School Graduate

 College Level
 College Graduate
 Post Graduate
 Diploma/ITI
 Professional

CUSTOMER SATISFACTION SURVEY

Directions: Below are some of the possible factors which may affect the success of a small food catering business.
Kindly indicate with a check ( ) if you strongly agree, agree, neutral, disagree, or strongly disagree with the
following statements:

Factors to be Considered Strongly Agree Neutral Disagree Strongly

Agree Disagree
5 4 3 2 1
A. Location
The following demographic factors affect the
ease in dealing with the caterer:
1. Age of caterer
2. Gender of owner, supervisor or manager
3. Civil status of the owner
4. College education of the owner
5. Prior training of management in the business
6. The location of the business
B. Menu
The following business aspects must be well
taken note
of by the caterer:
7. Close personal supervision
8. Accessibility of the business
9. Track record in the food business
10. Continuous in-house training
11. Constant evaluation and feedback from
customers
12. Ensure customer satisfaction all the time
C. Marketing
As a customer, you would like to make sure that
the following equipment must considered and be
kept clean, presentable and organized:
13. Spacious kitchen
14. Stoves and oven
15. Cookware
16. Refrigerators and Freezers
17. Serving/Chaffing Dish
18. Plates, bowls, spoon & fork, glasses
19. Table Cloths and Seat Covers
20. Tables and Chairs
21. Service Vehicle
D. Customer Service
The following factors should be considered in the
menu:
22. Simple and well-organized;
23. Includes specialty or bestsellers;
24. Includes set menus;
25. Flexible, meets the budget of the customers;
26. Accommodates random food preferences;
27. Offers something new or something
different;
28. Provides good tasting and quality of food.
E. Price or Cost of Service/Package
The price or cost of the package should/ should
be:
29. Flexible and negotiable;
30. Comparable to the prevailing market price;
31. Depends on the expectations of the
customer;
32. Based on the novelty of the food and service
required by the customer;
33. Based on the customer’s willingness to pay
the right price for good food and good
service.
F. Marketing Strategies/ Promotion
The following marketing and promotion
strategies are necessary to gain customer’s
attention:
34. Facebook account
35. Twitter account
36. Instagram
37. Display of physical banners, tarpaulins,
posters on strategic locations
G. Customer Satisfaction
38. The customer is always right.
39. Customer satisfaction must always be
addressed at all times.
40. Feedback from previous customers is also
important.