Latest News
Inndicator
Tue 3 February 2009
Retail Eyes has conducted an unprecedented benchmarking study of customer service standards in the UK's branded pubs and bars. Published quarterly throughout 2009, the report known as Inndicator™, blends the objective measurement of service with the impressions of the customer.
To gather this extensive data, Retail Eyes made 500 mystery visits to pubs and bars operated by 25 of the leading pub brands across the country. The first results of the study are now available from Retail Eyes and subscribers to Inndicator™ will receive a copy of the full set of data. The Inndicator™ report, will get to the heart of what drives customer satisfaction and customer advocacy. This ongoing quarterly study will help pub operators identify what makes for a great customer experience and understand who is really setting the industry standard in customer service.
As with all mystery visits Retail Eyes conducts, the customers who took part in these visits matched the typical demographics and profile of the pub/bar's normal customer so as to give a genuine assessment of the customer experience, making Inndicator™ a unique reflection of genuine public opinion. The benchmark study covers every aspect of the customers' experience from the first impressions to the level of cleanliness in the toilets.
The overall average score across all visits was 81.7% and only 12, that's just 2% of visits, 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.
Tim Ogle, CEO of Retail Eyes, said: "The pub & bar sector is facing a challenging time and customers are becoming more discerning in their choices of where to spend, Inndicator™ gives an authoritative evaluation of what the public think of the service they receive in pubs and bars, and with just 12 pubs achieving perfect 100% scores, there is clear room for improvement throughout the industry. 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. There are several quick and easy wins the Inndicator™ report has highlighted that be easily implemented in any pub and actually giving great customer service costs nothing."
For more information about Inndicator™ click here
To gather this extensive data, Retail Eyes made 500 mystery visits to pubs and bars operated by 25 of the leading pub brands across the country. The first results of the study are now available from Retail Eyes and subscribers to Inndicator™ will receive a copy of the full set of data. The Inndicator™ report, will get to the heart of what drives customer satisfaction and customer advocacy. This ongoing quarterly study will help pub operators identify what makes for a great customer experience and understand who is really setting the industry standard in customer service.
As with all mystery visits Retail Eyes conducts, the customers who took part in these visits matched the typical demographics and profile of the pub/bar's normal customer so as to give a genuine assessment of the customer experience, making Inndicator™ a unique reflection of genuine public opinion. The benchmark study covers every aspect of the customers' experience from the first impressions to the level of cleanliness in the toilets.
The overall average score across all visits was 81.7% and only 12, that's just 2% of visits, 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.
Tim Ogle, CEO of Retail Eyes, said: "The pub & bar sector is facing a challenging time and customers are becoming more discerning in their choices of where to spend, Inndicator™ gives an authoritative evaluation of what the public think of the service they receive in pubs and bars, and with just 12 pubs achieving perfect 100% scores, there is clear room for improvement throughout the industry. 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. There are several quick and easy wins the Inndicator™ report has highlighted that be easily implemented in any pub and actually giving great customer service costs nothing."
For more information about Inndicator™ click here
Stand Out From The Crowd
Customer Experience is one of the most cost effective methods of differentiating yourself from the competition.
Success Through Satisfaction
Customer satisfaction surveys are a highly effective method of gaining feedback from your customers and improving customer loyalty.