What is a primary guest-satisfaction metric NBC tracks?

• A. Net promoter score
• B. Number of coupons redeemed
• C. Employee satisfaction rating
• D. Guest feedback/CSAT or Mystery Shopper results used to gauge experience

Answer: (D)

NBC measures guest satisfaction primarily through direct guest feedback and independent evaluations—CSAT scores gathered from guests after their visit and Mystery Shopper results that assess the actual in-store experience. This combination captures both how guests feel about their experience and how well service standards are being met. CSAT provides immediate sentiment on service, product quality, and overall atmosphere, while Mystery Shoppers offer objective, standardized observations across locations to spot consistency gaps and opportunities for coaching. In contrast, metrics like coupons redeemed relate to promotions, and employee satisfaction is internal, not the guest experience itself. Net Promoter Score is useful, but the most targeted gauge NBC uses is the mix of guest feedback/CSAT and Mystery Shopper data to gauge the guest experience.