
Matt Snell, chief executive at Gusto Italian, reveals how breaking away from the pack and banning discounts has positively impacted customer sentiment and the guest experience.
See their storyDownload our free Christmas 2021 insights
According to 131,373 guest survey responses collected in December, the overall net promoter score (NPS) in hospitality dipped to 52 from 54 in the previous month – a similar level seen at other busy periods since hospitality reopened fully in May of last year.
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Matt Snell, chief executive at Gusto Italian, reveals how breaking away from the pack and banning discounts has positively impacted customer sentiment and the guest experience.
See their storyRosa’s Thai Google rating has increased by 13%, and they’ve seen the number of reviews grow by an amazing 400%.
See their storyHaving the value score data from Feed It Back gives us the confidence that, should we need to raise our prices on certain menu items, customers continue feeling like they’re getting excellent value for money.
See their story“Feed It Back is sensitive enough to measure in real-time our biggest issues so that we can deploy focus to individual shops and help our strategic decision making” – Gary Cowles, COO at Paul UK
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