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According to the 2005 American Customer Satisfaction Index, released by The National Quality Research Center at the University of Michigan Business School, customers gave Taco Bell a score of 72 (out of 100). This makes it the fifth consecutive time Taco Bell has seen consistent improvements in its customer satisfaction scores. The company is posting the largest improvement in its restaurant category, up 6 percent from 2003 (68) and on a steady progression from a score of 63 in 2000.
“We’re pleased that we’re seeing solid progress in our customer satisfaction scores, but there’s more work to be done,” says Rob Savage, chief operating officer, Taco Bell Corp. “We’re putting our people first to achieve 100 percent satisfaction for every customer at every Taco Bell.”
Taco Bell credits this marked improvement on its operational excellence of the basics: speed with service, great-tasting menu items and marketing, along with providing great customer service through its Customer Mania initiative. Taco Bell regularly trains its employees on Customer Mania which includes teaching all the key elements that drive great customer satisfaction.