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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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Rosa’s Thai Google rating has increased by 13%, and they’ve seen the number of reviews grow by an amazing 400%.

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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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“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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Insights: Customer Sentiment Tracker

13th -19th July 2020

Our case studies

Insights:
Customer Sentiment Tracker