Which key performance indicators (KPIs) should an Assistant Manager focus on?

The focus on customer satisfaction scores and labor costs is essential for an Assistant Manager because both elements directly influence the operational success and profitability of the business. Customer satisfaction scores provide valuable insights into how well the store meets customer expectations, which is crucial for repeat business and overall brand reputation. High customer satisfaction often leads to increased sales and customer loyalty.

Labor costs, on the other hand, are a significant part of operating expenses. Managing these costs effectively while ensuring there are enough employees to provide excellent service is vital for maintaining quality standards. Striking this balance can help optimize profitability and ensure that the store operates efficiently.

In contrast, while sales performance and quality of food are also important, they are often affected by the other KPIs. Customer service training programs contribute to improving customer service quality, but they are more of a means to an end rather than a direct measure of performance. Employee turnover rates, while significant for team stability, primarily reflect underlying issues that may be addressing but do not directly indicate day-to-day operational performance like the combination of customer satisfaction and labor costs. Focusing on the proper KPIs allows an Assistant Manager to make informed decisions that significantly impact the establishment’s success.