Obsessed with detail

Customer satisfaction on the rise despite the curfew

Satisfaction ratings bounced back in September and customer confidence remains high despite the new lockdown measures, according to the latest Customer Sentiment Tracker from Feed It Back and KAM Media. According to 182,699 customers who completed a Feed It Back survey for a visit in September, the hospitality net promoter score (NPS) has risen to […]

More

NPS bounces back after EOTHO

The hospitality industry net promoter score (NPS) has bounced back to record levels following the end of the EOTHO scheme, according to this week’s Customer Sentiment Tracker from Feed It Back and KAM Media. For the first time since re-opening the industry’s NPS score hit 60, which is even higher than pre-lockdown levels and +7 […]

More

Social distancing is an issue in fast casual venues

The ‘fast casual / grab and go’ sector is moving backwards in terms of customer sentiment. The latest Customer Sentiment Tracker from Feed It Back and KAM Media shows that NPS scores are still significantly lower in these outlets compared with pre-lockdown (20 compared with 64 in February.) This segment includes venues which provide a […]

More

Fast casual segment lagging behind

Confidence in hospitality remains strong with a consistent 95% feeling confident enough to return, but the growing customer base are still looking for improvements, according to this week’s Customer Sentiment Tracker from Feed it Back and KAM Media. According to 7,395 customers who visited a hospitality venue in last week, 70% would definitely recommend the […]

More

Masks rising on customers’ agenda

Overall customer confidence in health and hygiene remains strong within hospitality, with little change since re-opening weekend- 95% of those who visited a hospitality venue this week feel confident enough to return. Despite this, the Customer Sentiment Tracker from Feed It Back and KAM Media found that the use of masks has become a focus […]

More

Customer sentiment remains strong towards hospitality

NPS across the hospitality industry are up compared with pre-lockdown, but there was a drop this weekend compared with opening weekend, according to the new Customer Sentiment Tracker from Feed It Back and KAM Media. The companies are collaborating to create a regular Customer Sentiment Tracker to help the industry understand changing customer satisfaction levels […]

More