Greggs rises to the top in customer satisfaction survey

12/02/2018 - 07:00
High street bakery chain Greggs has been named the UK’s top performing leisure company for customer satisfaction.

The sausage roll and pastie specialist achieved a score of 84 out of 100 in the latest UK Customer Satisfaction Index (UKCSI), run by the Institute of Customer Service.

Leisure and hospitality groups performed well overall in the poll with 80 out of 100 found to be providing service that was satisfactory to customers.

The biannual index ranked leisure as the fourth highest-scoring sector for customers out of 13 measured.

Though performing better than average for most areas, the sector was brought down by the availability of online support and the speed of written responses.

The UKCSI study revealed that 58% of customers are not prepared to compromise service levels in pursuit of the cheapest deal and that over a quarter (28%) are willing to pay a premium for better service.

Jo Causon, chief executive 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.”

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