Conclusion

In a nutshell, I found out that majority the customers prefer to eat Nando’s food as they think that the food is delicious. They also satisfy with the Peri-Peri Chicken when there is variety of tastes that suitable to their taste bud. Besides that, majority of them also satisfy with the price, but some of the respondents do not satisfy with the price as they wish to get a cheaper price. Lastly, majority of the respondents satisfy with the environment and services as well.

Analysis of Data

Food

9 out of 10 respondents prefer to eat Nando’s food. Only 1 who does not like it because he thinks that the taste is just normal and the taste is not his preference. The majority of the respondents prefer Nando’s food as they think that the food is delicious. 7 of them also said that the food is fresh. While one of them like the food because it tastes like local food.

There are 4 respondents who prefer Lemon & Herb Peri-Peri chicken as 3 of them do not like spicy food and 1 of them cannot eat too spicy food. Furthermore, 2 of the respondents prefer Mild Peri-Peri chicken as they think that it is not very spicy. There are 3 respondents who like hot Peri-Peri chicken because they like spicy food and lastly there is a respondent who prefer extra hot Peri-Peri chicken as it is the spiciest.

For the price of the food in Nando’s, 4 out of 10 respondents do not satisfy with the price. They think that the price is a quite expensive for them. Besides, 6 of the respondents satisfy with the price. They think that the price is reasonable. 2 of them also think that the price is affordable.

Services

9 of the respondents satisfy with the service and attitude provided by the waiter or waitress because they are talking to them politely and they always smile. While one of the respondents does not satisfy with it as he thinks that sometimes they are bias that they only treat the customers nicely when the customers wear formally.

For the time taken for the dishes to be delivered, 6 out of the 10 respondents satisfy with it. 3 of them think that when there are many customers, it will be a bit slower but they still satisfy with it. 4 of the respondents do not satisfy with it as they think that 15 minutes to 20 minutes is too long for them.

Majority of the respondents satisfy with the cleanliness of Nando’s restaurant which is 8 out of 10 respondents. There are only 2 respondents who do not satisfy with the cleanliness. 1 of them said that the tables and seats are clean, but the utensils sometimes dirty or oily. While another 1 said that the table is oily and sometimes there is food on the seats.

Environment

For the air-con temperature, 7 out of 10 respondents think that it is comfortable. 2 of the respondents think that it is not comfortable. 1 of them thinks that it is a little bit hot when the restaurant is crowded and another 1 thinks that he feels hot when he takes the spicy food. 1 of the respondents said depends as he thinks that sometimes is hot while sometimes is not.

Next, 6 out of 10 respondents think that the arrangement of tables and seats are comfortable for them as the furniture are arranged well and there is enough space for them. 3 of the respondents think that they are not comfortable as the space is too narrow. While 1 of the respondents thinks that it depends on different outlets which have different design.

All the respondents think that the lighting is considered good for them. Although 1 of the respondents thinks that the lighting is a little bit dark, he thinks that it is suitable for the environment.

Recommendation

According to the recommendations given by the customers, most of the customers which are 4 people think that Nando’s should lower the price as they think that the food is quite expensive. 3 people have no recommendation about as 2 of them think that Nando’s is doing well while 1 of them seldom goes to Nando’s. Besides, 1 of the respondents suggests Nando’s to provide more spaces in their restaurant. 1 recommends Nando’s to provide more seats while another 1 suggests Nando’s to improve the cleanliness.

Interview

Interview 1- Mr. Liam

Interview 2- Mr. Koay

Interview 3- Mr. Tan

Interview 4- Mr. Lee

Interview 5- Ms. Tan

Interview 6- Mr. Ooi

Interview 7- Mr. Fong

Interview 8- Mr. Lee

Interview 9- Mr. Lim

Interview 10- Mr. Liang

Interview Questions

a) Food

1. Do you prefer the dishes provided by Nando’s? Why?

2. Which level of spiciness of Peri-Peri chicken do you prefer? Why? (Extra Hot Peri-Peri, Hot Peri-Peri, Mild Peri-Peri, Lemon & Herb Peri-Peri)

3. How do think about the price of food in Nando’s? Why?

b) Environment

1. How do you think about the air temperature in the restaurant? Are you comfortable with it?

2. Do you think that the arrangement of tables and seats are comfortable for you? Why? 

3. The lighting in the restaurant is considered good for you? Why?

c) Services

1. How do you think about the service and attitude provided by the waiter or waitress?

2. Does it take a long time for you to wait for the dishes to be served after you make order?

3. How do you think about the cleanliness of the facilities? (Utensils, tables and seats)

d) Recommendation

1. Do you have any recommendation for Nando’s to make some improvement?

Simple Introduction of Nando's

Nando’s was started by Fernando Duarte and Robert Brozin in South Africa. In year 1987, Brozin was taken by Fernando to a chicken restaurant called Chickenland that located in Rosettenville, Johannesburg. Brozin was so impressed with the flame grilled chicken that he proposed two of them to buy the restaurant. At the time, they purchased the restaurant for £65,000. The restaurant was then named after Fernando himself, and his son, who is also called Nando. In early years, Nando’s was not success as the story it is today, it actually struggled to get started in some countries.

This is AEON Alpha Angle Shopping Centre which is located in Wangsa Maju.

This is one of the outlets of Nando’s which is located in AEON Alpha Angle Shopping Centre, Wangsa Maju. Many people will easily notice the Nando’s restaurant because many people go to the shopping centre every day.

This is the internal design of Nando’s Restaurant.

This is the Peri-Peri Chicken with side dishes.

These are the famous sauces provided by Nando’s.

Introduction

My name is Ong Ting Hao and I am now studying at Tunku Abdul Rahman University College. Currently, I am taking a course which is Advance Diploma in Business Administration. This semester, there is a subject that I am currently taking which is ABDM 4064 Business Research. I am required to create a blog so that I am able to post my findings and qualitative data for the assignment of this subject.

I have chosen “The satisfaction level of customers about Nando’s”. I will determine the satisfaction of the customers according to 3 areas which are food, environment and services. In order to collect the data, I use interview as my research finding method. After asking them the questions about their satisfaction, I will also ask them about the recommendation for Nando’s.

10 respondents are selected to be my interviewees for the interview. The respondents are the customers of Nando’s as well. 10 questions are provided by me for interviewing the respondents.