Define "guest experience" as it relates to Panda Express?

The concept of "guest experience" in the context of Panda Express encompasses the entire journey a customer undergoes, from the moment they place an order to the level of satisfaction they derive from their dining experience. This includes various elements such as the friendliness of the staff, the speed of service, the quality of food, and the overall atmosphere of the restaurant.

Focusing on the journey allows Panda Express to identify and enhance different touchpoints that can impact how a customer perceives their visit. A positive guest experience can lead to customer loyalty and repeat visits, which are crucial for the success of any dining establishment.

While feedback from customers after dining is valuable, it is just one part of the broader guest experience. Similarly, promotional materials and the daily number of guests served may relate to business operations, but they do not capture the essence of a guest's personal interaction and satisfaction with their visit. Thus, the journey from ordering to dining satisfaction is a comprehensive view of what makes up the guest experience at Panda Express.