The institutional affiliation
Customer satisfaction is crucial to the company. Negative experience of a single client can result in a significant revenue decrease. Moreover, dissatisfied client is likely to share their bad experience with another people. Client satisfaction results in their retention while customer dissatisfaction leads to their lost. Many companies go through big crisis due to the fact that either the quality of the product they offer or the customer care service fail to meet the clients needs.
Chipotle Mexican Grill, a famous restaurant chain, faced an extremely unpleasant incident which has resulted in a closure of 43 locations. E.coli issues lead to hospitalization of eight people and a serious court case. In October 2015, Chipotle Mexican Grill visitor complained of a “severe diarrhea” four days after they ate at the restaurant. Unfortunately, the same complaint was not an isolated case. Due to the threat to clients’ health, people in Oregon and Washington had no more chance to order food in Chipotle.
Even though the restauraunts that have been closed represented only 5% of the total amount of paces around the country, the lawsuit demanded the company to pay the compensation in the amount of $75.000. Nevertheless, the financial loss is not the only damagr caused by the E.coli cases. Chipotle Mexican Grill lost their customers everywhere, including the places that had nothing to do with the incident. The situation which happened to the chain of Chipolte restaurants goes beyond a regular notion of the client dissatisfaction. It was a serious threat to the health of people which, naturally, resulted in a lot of negative consequences.
The outbreaks related to Chipotle Mexican Grill are over now, however, the cause of the problem still hasn’t been determined. The restaurants slowly recover from the effect the E.coli cases and the court process had on their reputation. The company must make a lot of effort to win the clients loyalty and satisfaction back.
