Figure 3.7: Peet's Coffee Overall Performance
| Performance Attribute | Importance | Peet's Coffee | Einstein Bros. Bagels | McDonald's | Starbucks |
|---|---|---|---|---|---|
| Product Quality | 78 | 80 | 80 | ||
| Facilities & Location | 84 | 77 | 82 | ||
| Staff | 80 | 71 | 80 | ||
| Pricing & Promotions | 83 | 79 | 83 | ||
| Ordering Process | 75 | 78 | 68 | ||
| Ambiance | 83 | 73 | 84 | ||
| Total | 100% | 82.0 | 80.0 | 77.2 | 79.1 |
Instruction: To see how customer needs influence the overall performance of these four coffee brands, change the Importance of the performance attributes shown in the yellow cells. Also, change Peet’s Coffee’s performance (yellow cells) to see how its overall performance is influenced.