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What are the most common food service complaints, and how can you address them?

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If you work in food manufacturing, you know how important it is to deliver high-quality and safe products to your customers. However, even with the best practices and standards, you may still face some food service complaints from time to time. How can you handle these issues effectively and maintain your reputation? In this article, we will discuss some of the most common food service complaints, and how you can address them.

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Daniel Burke

Creator and proprietor of Prism Spirit
Divjot Singh

Senior Process Technologist | MSc. in Food Production & Management

1 Food safety

Food safety complaints are one of the most serious and urgent food service issues. This can include cases of food poisoning, contamination, spoilage, or allergens, which can damage your brand image, customer trust, and legal liability. To address them, you need to act quickly and professionally. Apologize sincerely and empathize with the customer, investigate the root cause of the problem and take corrective actions, communicate the results and actions to the customer and other stakeholders, offer compensation or refund if appropriate, and review and improve your food safety management system and training.

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Brian Boultinghouse

Chef/Owner | Food Safety, Catering
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There is no such thing as too careful. The most impatient customers I have ever dealt with came around with the love and respect we have for our product and our customers. Apologize and ask for patience, then don’t disappoint. Also, you really can’t win them all. Accept it and try to use it to prepare for the next curve ball. One of my favorites is “money talks and bs walks” Save the smoke and mirrors for politicians. Offer a quality product at a fair price and everyone wins.

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2 Food quality

Another common food service complaint is related to food quality, such as taste, texture, appearance, freshness, or packaging. This can significantly affect your customer satisfaction, loyalty, and retention. To address these issues, it's important to listen carefully and respectfully. Acknowledge the customer's feedback and expectations and explain the reasons or factors behind the quality issue if possible. Provide alternatives or solutions that meet the customer's needs and follow up to ensure the customer is satisfied. Additionally, you should monitor and evaluate your food quality standards and processes.

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Daniel Burke

Creator and proprietor of Prism Spirit
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The question is, is there something wrong with the food, the way is is prepared or does the guest simply not like it. Listen carefully when taking the order for any preferences. If the restaurant is at fault just rectify the problem as quickly as possible keeping the guest informed regularly as to the status. If the guest doesn’t care for the dish ask to bring a different dish but there will be a charge for the original order.

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Divjot Singh

Senior Process Technologist | MSc. in Food Production & Management
(已编辑)
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The most trending complaints usually revolves around portion and price, closely followed by Organoleptic’s of how the food did or did not perform compared to the laid down QAS; lastly, the complaints include freshness or quality of food from microbial perspective and how it performed from SOL to EOL. It is very crucial for RTE manufacturers to address these issues regularly by innovating better processing and handling of food as well as finding more productive and functional ingredients which can aid in spearheading the issues. In FMCG industry, it is of utmost importance to evolve continuously with the trends and demands, so that any future issues/complaints can be pro-actively analyzed and resolved before it happens.

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3 Food delivery

Food delivery complaints are a common issue in food service and can impact customer service, efficiency, and profitability. To address them, you need to be proactive and flexible. It's important to inform the customer of any potential or actual delivery issues as soon as possible, apologize for the inconvenience, offer options or adjustments that suit their situation, deliver the food quickly and safely, and check and confirm the delivery status and quality with them.

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4 Food price

Food price complaints are a common issue in food service, and can have a negative impact on customer value, perception, and competition. To address them, it is important to be transparent and fair. Clarifying the price and terms of sale, justifying the price based on value and quality of food, providing discounts or incentives if applicable, comparing and benchmarking your price with the market and competitors, and adjusting your pricing strategy if necessary are all important steps to take.

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5 Food service

A fifth common food service complaint is related to the attitude, communication, knowledge, or responsiveness of your staff. These complaints can reflect your customer relationship, culture, and feedback. To address them, it is important to be courteous and professional. Greeting and thanking customers for their business, listening to their questions and concerns, providing accurate and helpful information and advice, resolving any issues or conflicts in a positive and constructive way, and asking for and acting on the customer's feedback and suggestions are all important for addressing food service complaints.

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Jordan Mikesell

Assistant Manager | Human Resources Management
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The best way restaurants get noticed and customers is from word of mouth. When it comes to their times at the food service it is upon the staff to create a welcoming comfortable experience. People pay will for an experience the food can be out of this world good but if the service is bad they won’t come back. Working with the customers can be frustrating and challenging. Some things that can be done are making sure everything is prepped and ready. All staff has everything they need with the quantity of you have to get more of something from the kitchen making it harder on you Always keep their glasses full. You want to never be heard or seen in the middle of their service it is not about you. Detailed oriented and anticipating their needs.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the most common food service complaints, and how can you address them?

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2

3

4

5

6

1 Food safety

2 Food quality

3 Food delivery

4 Food price

5 Food service

6 Here’s what else to consider

Food Manufacturing

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What are the most common food service complaints, and how can you address them?

1

2

3

4

5

6

1 Food safety

2 Food quality

3 Food delivery

4 Food price

5 Food service

6 Here’s what else to consider

Food Manufacturing

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