Hospitality net promoter scores soar, driven by casual dining
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 the casual dining and casual premium segments. Both segments saw a 10-point increase compared with last week. Pubs are also delivering strong scores.
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Star of the Competitive Socialising sector is Flight Club Darts, achieving top marks on every guest metric. Dan Hawkie, Feed It Back’s Managing Director interviewed Juliette Keyte, Marketing Director at Red Engine Team to talk about how their brands Flight Club Darts and Electric Shuffle are operating in this evolving sector.
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Having 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.
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