Restaurants fare well in customer service survey but pubs must do more

06/10/2009 - 00:00
To coincide with National Customer Service Week (5 – 11 October) Retail Eyes, specialists in improving customer experience in the retail, leisure and hospitality sector, has released the results of its 2009 National Customer Satisfaction survey.

When asked which sector delivers the best customer service, out of 6,523 UK consumers, 52% of respondents rated the hotel industry at the top while restaurants behind with only 23% of consumers rating them as delivering good customer service. Supermarkets only got 11% of the vote with high street retailer, pubs and bars only receiving 6% score. Tim Ogle, CEO of Retail Eyes explained more: "It's the little things that make the difference. Sometimes things like not being served in turn at the bar and not receiving check-backs for satisfaction can really irritate customers and can ultimately influence whether they return or spend more money. "Some of the things we found that turn off customers the most when eating in restaurants are things like having to wait too long for their food, staff that are not attentive or uninterested, and staff that look scruffy or dirty. "What's worse is that those sectors that are delivering bad customer service could be missing out on potential revenue streams while establishments delivering excellent customer service are at an advantage; attracting and retaining customers from the competition." Over half (56%) of respondents claim to have left an establishment before making an intended purchase due to poor service and seven out of 10 are prepared to pay more for a product or service if it means they receive better service.

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