Pubs losing out in customer satisfaction stakes??
Only two per cent of of UK pubs in a new survey were given a maximum score in a new customer satisfaction survey. At a time when pub closures are rife in the UK, a survey by customer service evaluation company Retail Eyes indicates their are underlying problems in the sector’s approach to customer care. To gather data, Retail Eyes made 500 mystery visits to pubs and bars operated by 25 of the leading pub brands across the UK. The overall average satisfaction score across all visits was 81.7%. Only 12 pubs (2%), attained a perfect 100% score. In only 40% of visits did mystery guests say that they would be very likely to return to the establishment concerned which suggests a significant underlying issue, particularly at a time of reduced and more considered discretionary spending.
After-care or ‘check-backs’ in restaurants featured prominently. Little more than half (54%) of customers were asked if everything was alright with their meal or experience at the venue. Roughly half of customers were asked if they wanted anything else after they had finished their meal, and less than half of those were specifically prompted about desserts or coffee – hence missing a key opportunity to generate sales.
When the mystery visitors were asked what one thing would have made the experience better, the most frequently occurring issues relate to speed of service, and the combined issue of check-backs and clearing of plates.
Tim Ogle, CEO of Retail Eyes, commented: “ With the increasingly difficult economic conditions, a good standard of customer service is more important than ever – if a customer is unimpressed then they will not hesitate to take their money elsewhere.“