Category: Customer sentiment tracker

The latest Customer Sentiment Tracker from Feed It Back and KAM Media has found that we are entering another lockdown just as things seemed to be heading towards a “normal” level with regards to customer sentiment. October saw a 42% drop in the volume of complaints compared with September, suggesting that customers were really beginning […]

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 […]

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 […]

The latest weekly tracker data from Feed It Back and KAM Media saw more guests coming out to enjoy the last full week of Eat Out to Help Out, however service scores declined from the previous week in all segments. According to 22,617 customers who completed a Feed It Back survey across 914 hospitality venues […]

The latest weekly data from Feed It Back and KAM Media shows NPS stable, with an increase of just 1 point to 55 across the UK hospitality industry as Eat Out to Help Out  continued to pull in more punters but also harsher critics.  Feed It Back gathered 14,944 responses for the week of 10th […]

The latest weekly data from Feed It Back and KAM Media showed mixed results for the first week of Eat Out To Help Out.  Feed It Back gathered 13,080 responses for the week of 3rd to 9th August compared to 7,395 the week before. This increase in volume saw a drop in NPS by 5 […]

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 […]

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 […]

Net promoter scores are soaring across hospitality according to this week’s Customer Sentiment Tracker from Feed It Back and KAM Media. Following feedback from those who visited hospitality venues this weekend, the overall industry net promoter score sits at 63 which is well above pre-lockdown levels (58). The rise in scores are mainly driven by […]

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 […]