Which of the following is a key performance indicator for Zaxby's managers?

The rate of customer complaints is a critical performance indicator for Zaxby's managers because it directly reflects the quality of service and the overall customer experience. Monitoring customer complaints allows management to identify and address operational issues that may be affecting customer satisfaction. A lower rate of complaints typically indicates that customers are happy with their meals and the service, which can lead to repeat business and positive word-of-mouth marketing.

By paying close attention to this metric, managers can implement necessary improvements, train staff more effectively, and ensure that the restaurant maintains high standards. This focus on addressing complaints not only enhances customer loyalty but also helps improve the establishment's reputation, ultimately contributing to increased sales and profitability.

In contrast, while employee job satisfaction, volume of online orders, and diversity of menu options are important for the overall success of the business, they do not provide as direct an insight into customer satisfaction and service quality as the rate of customer complaints does. Understanding and addressing complaints is fundamental for managers striving to create a successful and customer-focused restaurant environment.