FOOD SERVICES | Staff Reporter, UK

Greggs leads customer satisfaction amongst leisure sector

It scored a total of 84 out of 100.

Greggs has been named the highest-ranked leisure organisation in the latest UK Customer Satisfaction Index (UKCSI). Published by The Institute of Customer Service, the UKCSI reveals a 0.4 point rise to 80 out of 100 for customer satisfaction from the leisure industry. With certain areas, such as speed of written responses, still scoring below the UK average, however, The Institute is calling on companies within the sector to ensure their customer service strategies deliver consistent and integrated experiences across all channels. 

The UKCSI also reveals that 58% of leisure customers are not prepared to compromise service levels in pursuit of the cheapest deal. Over a quarter (28%) are willing to pay a premium for better service, indicating changing customer priorities within the sector. 

Jo Causon, CEO of The Institute of Customer Service, said, “Although it has risen slightly, customer satisfaction within the leisure industry is still in need of improvement in certain areas. This paints a clear picture for the sector: in order to benefit from long-term returns, organisations must continue to invest in customer service and place it at the heart of their business strategy. The temptation may be to hold back amidst an uncertain economic climate, but with improvements in customer service worth £81.5 billion* to the UK’s GDP through repeat custom and recommendation, consistency is key to success. It is also clear that where satisfaction is maintained, organisations will see a direct link to turnover growth, profitability and productivity.”

The UKCSI reports changing fortunes across other industry sectors. Satisfaction in the automotive industry, for example, has increased from 78.8 in January 2017 to 79.5 today and the telecoms and media sector has improved from last place on the sector league table, rising from 73.6 to 74.2 in a year. By contrast, the transport sector is now the lowest-rated sector amongst consumers, with a score of 73.7.

Customer satisfaction in the UK is broadly stable, with a score of 78.1 (out of 100). This is up 0.3 points compared to a year ago, but there are signs that the improving trend has stalled. For the first time, organisations whose customer satisfaction has dropped by two points or more, compared to last year, has overtaken the number who have improved by at least two points. 

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