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Insights:
Customer Sentiment Tracker

13th -19th July 2020

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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The amount of feedback that we’re receiving now has just gone off the charts. We can actually act off the back of it – Ruth Nye, Marketing Director at Anglian Country Inns

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“The amount of engagement we were getting from customers through the Feed It Back platform was exceptional.” – Erica Livermore, Chief Technology Officer

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“Feed It Back is an absolutely crucial tool, to be able to make sure your business is completely guest and consumer centric.”

Sara Webber, Marketing Manager for Brand & Retail at Brains.

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“As a direct result of working with Feed It Back, we’ve seen a 25% reduction in in-venue bill comps – saving hundreds of thousands of pounds.” Lucy Harwood, Brand & Marketing Director

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Insights: Customer Sentiment Tracker

13th -19th July 2020

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What Customers Want: The Hospitality Operator’s Guide in a Post-Covid World

Insights:
Customer Sentiment Tracker