Table of Contents
Table of Contents
Understanding and effectively utilizing every KPI for restaurant staff is essential for any thriving eatery. These key performance indicators provide crucial insights into staff performance and restaurant operations, helping managers make informed decisions to enhance efficiency and customer satisfaction. This article delves into the significance of 23 of these KPIs and how they can be strategically applied for optimal restaurant management.
What are KPIs for restaurant staff?
Restaurant metrics are diverse and vital indicators that provide insights into various operational aspects. They encompass everything from financial data like sales and costs to operational details like table turnover rates and customer satisfaction scores. Understanding and monitoring these metrics is crucial for any restaurant aiming to improve its service, efficiency, and overall profitability.
23 KPIs for restaurant staff
Measuring and managing staff performance is crucial for restaurant success. Key performance indicators (KPIs) offer valuable insights into various aspects of restaurant operations, from customer service to internal processes.
Here are 23 KPIs for restaurant staff you should track:
- Absenteeism rate
- Average meal duration
- Average order value
- Beverage sales per employee
- Breakage and spillage rates
- Cleanliness and hygiene score
- Compliance with health and safety standards
- Cross-selling success rate
- Customer complaint rate
- Customer loyalty program sign-ups
- Customer return rate
- Customer satisfaction scores
- Employee retention rate
- Food waste percentage
- Health code compliance incidents
- Order accuracy rate
- Sales per employee
- Speed of service
- Staff productivity rate
- Staff punctuality
- Table turnover rate
- Up-selling success rate
- Void rate
Absenteeism rate (AR)
Absenteeism rate formula: AR = (Total absent days/Total working days) x 100
The absenteeism rate tracks unplanned staff absences. It’s important for understanding workforce reliability and operational consistency. This data comes from attendance logs. Lower values are desirable, indicating better staff attendance. A high absenteeism rate may point to problems in staff well-being, morale, or job satisfaction.
How to improve absenteeism rate:
- Monitor attendance patterns to identify trends or issues.
- Foster a supportive work environment to improve staff morale.
- Implement flexible scheduling to accommodate staff needs.
- Provide health and wellness programs to encourage better health.
- Address any workplace issues or conflicts promptly.
- Offer incentives for good attendance.
- Conduct exit interviews to understand reasons for absences.
- Regularly communicate the importance of attendance.
- Train managers to handle absenteeism effectively.
- Review and update attendance policies if needed.
Average meal duration (AMD)
Average meal duration formula: AMD = Total dining hours/Number of customers
Average meal duration measures the time customers spend dining. It’s used to gauge the pace of service and customer comfort. This data can be recorded through point-of-sale systems or manual tracking. Shorter durations might indicate efficient service but could also suggest rushed experiences, while longer durations might reflect a relaxed atmosphere but could also point to slow service.
How to improve average meal duration:
- Train staff on efficient service techniques.
- Optimize menu to ensure quick preparation times.
- Regularly assess and streamline kitchen operations.
- Implement table management software for better turnover.
- Encourage staff to check on customers regularly.
- Adjust staffing levels based on peak times.
- Create a comfortable and inviting dining ambiance.
- Offer incentives for quick and efficient service.
- Conduct regular staff meetings to discuss service pace.
- Gather customer feedback on their dining experience.
Average order value (AOV)
Average order value formula: AOV = Total revenue/Number of orders
Average order value indicates the average spending per order. It helps in assessing menu pricing, customer purchasing behavior, and the effectiveness of up-selling strategies. This KPI is tracked through sales data. Higher values are usually better, reflecting successful up-selling or customers choosing higher-priced items. A low AOV might indicate underpricing or missed up-selling opportunities.
How to improve average order value:
- Train staff on effective up-selling and cross-selling techniques.
- Regularly update and optimize the menu with profitable items.
- Offer bundled deals or meal combos.
- Create a comfortable environment that encourages longer stays.
- Implement loyalty programs to encourage repeat visits and higher spending.
- Use point-of-sale data to identify popular items and pairings.
- Promote high-margin items more prominently.
- Analyze customer preferences and tailor recommendations.
- Offer seasonal or special occasion menus at a premium.
- Encourage staff to share their personal recommendations.
Beverage sales per employee (BSPE)
Beverage sales per employee formula: BSPE = Total beverage sales/Number of employees
This metric assesses the average beverage sales generated by each staff member, indicating their efficiency and ability to up-sell drinks. It is calculated using sales data and staffing levels. Higher BSPE values are better, suggesting effective sales skills or popular beverage offerings. Low BSPE may point to missed sales opportunities or lack of beverage promotion.
How to improve beverage sales per employee:
- Train staff on beverage knowledge and up-selling techniques.
- Run regular beverage promotions and specials.
- Encourage staff to suggest drink pairings with meals.
- Offer beverage tasting sessions for staff to better understand the offerings.
- Create a signature or seasonal drink menu.
- Implement incentives for top beverage sellers.
- Display beverage menus prominently.
- Host happy hour or themed drink events.
- Gather customer feedback on beverage choices.
- Regularly update the beverage menu with new and popular items.
Breakage and spillage rates (BSR)
Breakage and spillage rates formula: BSR = (Number of breakage/spillage incidents/Total service hours) x 100
This metric tracks the frequency of accidents and spills in the restaurant. It’s important for assessing safety and operational efficiency. Data is collected from incident reports and observations. Lower rates are preferable, indicating a safer, more efficient work environment. High BSR can signal the need for better staff training or review of workplace layouts.
How to improve breakage and spillage rates:
- Provide regular training on safe handling and workplace safety.
- Review and improve the layout for ease of movement.
- Ensure proper maintenance of equipment and facilities.
- Encourage a culture of attentiveness and care among staff.
- Implement proper storage and handling protocols.
- Regularly inspect and replace worn-out utensils and equipment.
- Conduct safety audits to identify potential hazards.
- Offer incentives for maintaining low spillage rates.
- Empower staff to report potential safety issues.
- Hold regular meetings to discuss and reinforce safety practices.
Cleanliness and hygiene score (CHS)
Cleanliness and hygiene score formula: CHS = (Number of passed inspections/Total inspections) x 100
This KPI measures the restaurant’s adherence to cleanliness and hygiene standards. It’s derived from health inspection scores and internal audits. Higher scores are better, indicating a clean and safe dining environment. Low CHS could lead to health violations and negative customer perceptions.
How to improve cleanliness and hygiene score:
- Regularly train staff on hygiene and cleanliness standards.
- Implement a strict cleaning schedule.
- Conduct regular internal audits of the premises.
- Use high-quality cleaning materials and equipment.
- Encourage staff to maintain personal hygiene.
- Stay updated with health regulations and standards.
- Address any hygiene issues immediately.
- Foster a culture of cleanliness among the team.
- Designate a team member to oversee hygiene practices.
- Gather and act on feedback from health inspections.
Compliance with health and safety standards (CHSS)
Compliance with health and safety standards formula: CHSS = (Number of compliant practices/Total required practices) x 100
This metric evaluates adherence to mandated health and safety regulations. It’s crucial for legal compliance and customer trust. Data comes from health inspection reports and safety audits. Higher percentages indicate better compliance, while lower scores can lead to legal issues and damage to reputation.
How to improve compliance with health and safety standards:
- Regularly update staff on health and safety regulations.
- Conduct frequent training sessions on safety practices.
- Perform routine safety audits and inspections.
- Encourage staff to report safety concerns.
- Ensure all equipment is up to date and meets safety standards.
- Implement clear safety protocols and guidelines.
- Regularly review and update safety procedures.
- Empower a safety officer to oversee compliance.
- Engage in continuous learning about industry best practices.
- Incorporate safety discussions in staff meetings.
Cross-selling success rate (CSSR)
Cross-selling success rate formula: CSSR = (Number of cross-sell items sold/Total transactions) x 100
Cross-selling success rate measures the effectiveness of staff in selling complementary items. It helps in increasing per-customer spend and enhancing customer experience. This metric is tracked through point-of-sale data. A higher rate indicates effective cross-selling, while a lower rate suggests a need for better staff training or menu adjustments.
How to improve cross-selling success rate:
- Train staff on effective cross-selling techniques and menu knowledge.
- Identify and suggest popular item pairings.
- Encourage staff to understand customer preferences.
- Offer incentives for successful cross-selling.
- Regularly update the menu with complementary items.
- Implement suggestive selling as part of the service routine.
- Host staff tastings to familiarize them with the menu.
- Display promotional materials for complementary items.
- Gather customer feedback on menu pairings.
- Role-play customer scenarios in staff training.
Customer complaint rate (CCR)
Customer complaint rate formula: CCR = (Number of customer complaints/Total number of customers) x 100
This KPI measures the frequency of customer complaints in relation to the total customer count. It’s a key indicator of customer satisfaction and service quality. Data is usually sourced from customer feedback forms and online reviews. A lower rate is better, indicating fewer complaints and higher customer satisfaction. A high CCR can be a sign of service or product issues.
How to improve customer complaint rate:
- Regularly train staff on customer service excellence.
- Address and resolve complaints promptly and effectively.
- Encourage staff to actively listen to and understand customer needs.
- Monitor and respond to online reviews and feedback.
- Implement a feedback system for customers to share their experiences.
- Conduct regular meetings to discuss customer feedback.
- Offer staff training on handling difficult situations.
- Foster a customer-first mindset among the team.
- Analyze complaint trends and address underlying issues.
- Continuously improve service and product offerings based on feedback.
Customer loyalty program sign-ups (CLPS)
Customer loyalty program sign-ups formula: CLPS = (Number of new sign-ups/Total number of customers) x 100
This metric tracks the effectiveness of enrolling customers in the restaurant’s loyalty program. It’s an indicator of customer engagement and repeat business potential. Data is gathered from loyalty program records. Higher percentages are desirable, indicating successful customer engagement and potential for repeat visits. Low sign-up rates may suggest a need for a more attractive loyalty program or better promotion by staff.
How to improve customer loyalty program sign-ups:
- Train staff to effectively promote the loyalty program.
- Offer attractive and valuable loyalty rewards.
- Simplify the sign-up process.
- Highlight the benefits of the program to customers.
- Organize special events or promotions for loyalty members.
- Display promotional materials about the loyalty program prominently.
- Encourage staff to share personal experiences with the program.
- Regularly update and refresh the program to keep it appealing.
- Provide incentives to staff for successful sign-ups.
- Gather feedback on the program and make adjustments accordingly.
Customer return rate (CRR)
Customer return rate formula: CRR = (Number of returning customers/Total number of customers) x 100
The customer return rate measures the percentage of customers who revisit the restaurant. It’s a key indicator of customer loyalty and satisfaction. Tracking is done through point-of-sale systems or loyalty programs. Higher rates are better, signifying customer satisfaction and loyalty. A low CRR can indicate issues with the dining experience or lack of customer engagement.
How to improve customer return rate:
- Ensure consistent high-quality food and service.
- Develop a strong loyalty program.
- Personalize the dining experience for regular customers.
- Gather and act on customer feedback.
- Offer exclusive deals or specials to returning customers.
- Create a welcoming and comfortable atmosphere.
- Host special events or themed nights.
- Stay in touch with customers through social media and newsletters.
- Train staff to recognize and appreciate returning customers.
- Continuously innovate the menu and dining experience.
Customer satisfaction scores (CSS)
Customer satisfaction scores formula: CSS = (Sum of customer ratings/Total number of ratings) x 100
This metric assesses customer satisfaction based on their feedback. It’s crucial for understanding the overall dining experience from the customer’s perspective. Scores are usually collected from feedback forms, online reviews, or surveys. Higher scores are preferable, indicating higher customer satisfaction. Low CSS can point to issues in food quality, service, or overall experience.
How to improve customer satisfaction scores:
- Focus on providing exceptional food and service.
- Regularly train staff in customer service skills.
- Encourage staff to go above and beyond for customers.
- Respond promptly and thoughtfully to customer feedback.
- Continuously improve the menu based on customer preferences.
- Create a welcoming and comfortable dining atmosphere.
- Implement a customer feedback system for real-time responses.
- Engage with customers on social media and online platforms.
- Host customer appreciation events or specials.
- Regularly update and refresh the restaurant’s decor and ambiance.
Employee retention rate (ERR)
Employee retention rate formula: ERR = (Number of employees at end of period – Number of new hires during period)/Number of employees at start of period x 100
Employee retention rate measures how well the restaurant retains its staff. It’s an indicator of workplace satisfaction and stability. Data comes from HR records. Higher rates are better, suggesting a positive work environment and satisfied staff. Low ERR can signify issues in management, work conditions, or compensation.
How to improve employee retention rate:
- Provide competitive salaries and benefits.
- Foster a positive and supportive work culture.
- Offer regular training and development opportunities.
- Recognize and reward staff achievements.
- Encourage open communication and feedback.
- Provide clear career progression paths.
- Address any workplace issues swiftly and effectively.
- Conduct regular staff satisfaction surveys.
- Offer flexible working arrangements where possible.
- Hold regular team-building events and social gatherings.
Food waste percentage (FWP)
Food waste percentage formula: FWP = (Total food waste weight/Total food purchase weight) x 100
Food waste percentage quantifies the proportion of food waste relative to total food usage. It’s vital for assessing kitchen efficiency and sustainability practices. Data is usually collected from kitchen logs and inventory records. Lower percentages are better, indicating less waste and higher efficiency. High FWP could signal over-purchasing, poor inventory management, or preparation inefficiencies.
How to improve food waste percentage:
- Regularly audit food waste to identify patterns.
- Train kitchen staff on efficient food preparation and storage.
- Implement portion control to reduce unnecessary waste.
- Monitor and adjust inventory levels to prevent overstocking.
- Introduce waste reduction initiatives, like composting.
- Collaborate with suppliers for better inventory management.
- Use technology for accurate demand forecasting.
- Promote ‘specials’ to use ingredients nearing expiration.
- Engage in community programs for food donation.
- Educate staff and customers about the importance of reducing food waste.
Health code compliance incidents (HCCI)
Health code compliance incidents formula: HCCI = Number of health code violations/Number of inspections
Health code compliance incidents track the frequency of violations during health inspections. This KPI is crucial for ensuring food safety and maintaining customer trust. Data comes from health inspection reports. Fewer incidents are preferable, indicating higher compliance with health standards. A higher HCCI could mean lapses in hygiene practices, risking customer health and the restaurant’s reputation.
How to improve health code compliance incidents:
- Regularly train staff on food safety and hygiene practices.
- Conduct frequent internal audits to ensure compliance.
- Maintain clean and organized kitchen and dining areas.
- Stay updated with local health codes and regulations.
- Implement a system for regular equipment maintenance.
- Address any violations immediately and thoroughly.
- Encourage a culture of cleanliness among all staff.
- Post food safety guidelines visibly in the kitchen.
- Appoint a dedicated staff member to oversee compliance.
- Regularly review and update food safety protocols.
Order accuracy rate (OAR)
Order accuracy rate formula: OAR = (Number of correct orders/Total number of orders) x 100
Order accuracy rate measures the correctness of orders served to customers. It’s important for evaluating staff attention to detail and communication skills. This metric is tracked through customer feedback and point-of-sale data. Higher rates indicate better accuracy and customer satisfaction. A low OAR can lead to customer dissatisfaction and increased operational costs due to remakes.
How to improve order accuracy rate:
- Train staff on menu knowledge and order-taking skills.
- Implement a reliable point-of-sale system for accurate order tracking.
- Encourage clear communication between front-of-house and kitchen staff.
- Conduct regular role-playing exercises to improve order handling.
- Provide cheat sheets or quick reference guides for complex orders.
- Implement a double-check system before orders are served.
- Use technology, like tablets, for taking orders to reduce errors.
- Offer regular feedback and coaching to staff on order accuracy.
- Encourage a teamwork approach to ensure order correctness.
- Analyze common mistakes to identify areas for improvement.
Sales per employee (SPE)
Sales per employee formula: SPE = Total sales/Number of employees
Sales per employee evaluates the average sales generated by each staff member. It’s an indicator of staff productivity and the effectiveness of sales strategies. Sales data is used to calculate this KPI. Higher values suggest better staff performance and efficient sales tactics. A low SPE might indicate underperformance or a need for better sales training.
How to improve sales per employee:
- Offer regular sales training and product knowledge updates.
- Set realistic sales targets and track progress.
- Foster a competitive yet supportive sales environment.
- Recognize and reward top performers to motivate others.
- Use sales data to identify strengths and areas for improvement.
- Implement cross-training to maximize staff versatility.
- Encourage teamwork to boost overall sales.
- Provide tools and resources that aid in sales, like tablets or updated menus.
- Conduct regular meetings to discuss sales strategies and goals.
- Offer incentives for reaching or exceeding sales targets.
Speed of service (SOS)
Speed of service formula: SOS = Total service time/Number of customers
Speed of service measures the time taken to serve customers from order placement to delivery. It’s crucial for assessing service efficiency and customer satisfaction. The data is typically gathered from point-of-sale systems or manually timed. Faster service is generally better, reflecting efficiency, but excessively fast service might compromise quality.
How to improve speed of service:
- Train staff on efficient service techniques and time management.
- Optimize kitchen layout and operations for quicker meal preparation.
- Implement effective communication systems between staff.
- Regularly review and streamline the menu.
- Use technology, like kitchen display systems, to enhance order processing.
- Schedule staff strategically to meet peak demand periods.
- Encourage teamwork to expedite service.
- Monitor and analyze service times to identify bottlenecks.
- Conduct regular staff meetings to discuss service efficiency.
- Implement feedback systems to gather insights from customers.
Staff productivity rate (SPR)
Staff productivity rate formula: SPR = Total output/Total input (where output can be sales, orders, etc., and input is staff hours worked)
Staff productivity rate evaluates the overall efficiency and effectiveness of staff. It’s calculated by comparing the output (e.g., sales or number of orders) to the input (hours worked). Higher rates indicate more productive staff. A low SPR could signify inefficient work practices or a need for better training.
How to improve staff productivity rate:
- Provide comprehensive training and regular skill updates.
- Set clear goals and expectations for staff performance.
- Offer incentives for high productivity.
- Implement efficient work processes and practices.
- Use scheduling software to optimize staff allocation.
- Encourage a collaborative work environment.
- Regularly review and update operational workflows.
- Invest in tools and technology to streamline tasks.
- Offer regular feedback and coaching to staff.
- Create a positive and motivating work atmosphere.
Staff punctuality (SP)
Staff punctuality formula: SP = (Number of on-time arrivals/Total number of shifts) x 100
Staff punctuality tracks the consistency of staff in arriving on time for their shifts. It’s a key indicator of discipline and reliability. High punctuality rates are preferred, showing a committed and reliable team. Low SP may indicate morale issues or personal challenges among staff.
How to improve staff punctuality:
- Set clear expectations about the importance of punctuality.
- Monitor arrival times and address late arrivals and other forms of time theft promptly.
- Offer incentives or rewards for consistent punctuality.
- Provide support for staff facing challenges affecting punctuality.
- Foster a work culture that values timeliness.
- Communicate potential consequences of repeated tardiness.
- Implement flexible scheduling if feasible.
- Organize transportation or carpooling options for staff.
- Encourage peer accountability and support.
- Offer training on time management skills.
Table turnover rate (TTR)
Table turnover rate formula: TTR = Number of parties served/Total number of tables
Table turnover rate measures how quickly tables are served and made ready for new customers. It’s important for assessing restaurant efficiency and customer flow management. Higher rates are typically better, indicating efficient service and table readiness. A low TTR might suggest slow service or operational inefficiencies.
How to improve table turnover rate:
- Train staff on efficient table clearing and setup.
- Implement a reservation system to manage customer flow.
- Optimize menu for quicker meal preparation.
- Use technology to track and manage table status.
- Encourage staff to be attentive and prompt in their service.
- Regularly review and adjust staffing levels based on demand.
- Offer incentives for efficient table management.
- Implement a system for customer waitlist management.
- Regularly gather and analyze customer feedback on waiting times.
- Conduct staff meetings to discuss strategies for improving turnover.
Up-selling success rate (USSR)
Up-selling success rate formula: USSR = (Number of up-sold items/Total number of transactions) x 100
Up-selling success rate evaluates the effectiveness of staff in selling more expensive items or add-ons. It’s crucial for boosting revenue and assessing sales skills. Higher rates indicate successful up-selling. A low USSR could mean missed revenue opportunities or a need for better sales training.
How to improve up-selling success rate:
- Train staff on effective up-selling techniques.
- Educate staff about menu items and their benefits.
- Set achievable up-selling targets and track progress.
- Recognize and reward successful up-selling efforts.
- Create an environment that encourages customers to indulge.
- Regularly update the menu with high-margin items.
- Provide sales scripts or guidelines to staff.
- Conduct role-playing exercises to practice up-selling.
- Analyze sales data to identify up-selling opportunities.
- Encourage teamwork and sharing of effective up-selling strategies.
Void rate (VOID)
Void rate formula: VOID = (Number of voided transactions/Total number of transactions) x 100
Voids track the frequency of voided transactions, which can indicate errors or potential employee theft. It’s a key metric for monitoring transaction accuracy and integrity. Lower values are preferable, indicating fewer mistakes or dishonest actions. A high void rate might suggest operational issues or unethical practices.
How to improve void rate:
- Train staff on accurate order entry and transaction handling.
- Implement strict policies on void transactions.
- Monitor void patterns to identify any irregularities.
- Use Solink to oversee transaction activities.
- Conduct regular audits of transaction records.
- Offer incentives for accurate transaction handling.
- Encourage open communication about mistakes to reduce intentional voids.
- Implement technology to track and manage void transactions.
- Regularly update and enforce security protocols.
- Provide support and coaching to staff struggling with transaction accuracy.
Integrate your restaurant security cameras and POS to better understand why voids are happening.
Use Solink to gain new insights into restaurant staff KPIs
While traditional methods of tracking and analyzing KPIs for restaurant staff are invaluable, integrating advanced solutions including Solink can elevate this process to new heights.
Solink’s cloud-based video surveillance technology offers a unique and powerful perspective, enabling restaurant managers to not only track but also visually validate KPIs. From monitoring staff efficiency and customer interactions to ensuring compliance with health and safety standards, Solink provides an extra layer of insight.
To see how Solink can provide new insights into your restaurant staff KPIs, sign up for a demo today.
