Importance of Brand Values in Hospitality When you hear the wording ‘brand’ or ‘branding’ we tend to think of the most iconic brands; Coca-Cola, Nike, or Apple. What comes to mind is the strong brand recognition of the logos, colours and fonts. Do we necessarily think about the experience when interacting with these brands? Possibly […]
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Obsessed with detail
National Burger Day 2023
National Burger Day 2023 – A review of guest feedback on burgers Today is National Burger Day! A day where we can celebrate the tasty, juicy, oozy mouthfuls of deliciousness that you experience when eating a burger! We’ve taken a look at our data, from almost 100k dish ratings on burgers spanning Jan-July 2023 to […]
MoreBank Holidays 22/23 Review of Guest Metrics
Bank Holidays 22/23 Review of Guest Metrics As we approach the last Bank Holiday of the year (excluding Christmas and Boxing Day), let’s review the performance of UK Bank Holidays from 2022 to 2023. During the Easter period, Good Friday 2023 had the highest NPS of all public holidays, reaching 61. The volume of survey […]
MoreVideo: ‘Half Year Round Up: Jan – June 2023’
Video: ‘Half Year Round Up: Jan – June 2023’ Our Customer Insights Manager takes you through the latest findings and key points from our Half Year Round Up: Jan – June 2023. The insight is derived from 1.5 million pieces of feedback across the hospitality industry and sub-sectors. The report covers key KPIs, demographic data […]
MoreResponding to Reviews
Responding to Online Reviews Why you should be responding to online reviews and some tips and advice for responding successfully. Why reviews are important to your business? Simply put, having positive online reviews and high ratings can make your business more appealing to potential customers, while negative comments and low ratings that are in the […]
MoreVideo Chat: ‘Driving Value and Pricing for Profit’ Insights
Video Chat: ‘Driving Value and Pricing for Profit’ Insights A chat with our Customer Insights Manager following the release of our insights on Driving Value and Pricing for Profit for Hospitality Operators. In this video, we share more on the calculations used within the report and share some recommendations for Hospitality operators on how to […]
MoreFive reasons why you shouldn’t use mystery diners & what you can do instead
Retail businesses have used mystery shoppers and mystery diners for many years. The adoption of technology has significantly reduced the demand for this service and certainly in our years of trading we see less and less need for mystery diners. Typically, a mystery diner is used to help keep your brand standards on track. But […]
MoreWhat is competitive socialising?
Simply put, Competitive Socialising combines activities or gaming experiences with great food and drink to be enjoyed by guests of all ages. Activities you might find in a such a venue range from mini-golf to darts, with ball games, ping pong, arcade games and many more. What makes a Competitive Socialising venue different to the […]
MoreWorld Cocktail Day – 13 May 2023 and our latest cocktail insights
In celebration of World Cocktail Day (13 May 2023), we are sharing the latest analysis gathered from 48k+ cocktail ratings from the period Jan – April 2023. The Pornstar Martini is the top selling cocktail and scores 87% on average. With the Pornstar martini being such a popular drink, getting it perfect each time is […]
MoreWhy you shouldn’t just rely on Social Reviews when listening to customer feedback
Essential customer feedback terminology Social Review – a generic term for a review of a business that is published online and is accessible on the web for anyone to view. Social reviews typically use a 1-5 star rating and allow the consumer to add text to support the rating they leave. Social Review Channels – […]
MoreValentine’s Day fails to shine but good service wins through
The romance of Valentine’s failed to shine this year as over a quarter (26.5%) of people revealed they were not out to celebrate the big day. Feed It Back asked over 36,000 consumers from its client base for their views between 10th to 15th February to discover how customers were behaving in relation to celebrating […]
MoreSocial distancing is an issue in fast casual venues
The ‘fast casual / grab and go’ sector is moving backwards in terms of customer sentiment. The latest Customer Sentiment Tracker from Feed It Back and KAM Media shows that NPS scores are still significantly lower in these outlets compared with pre-lockdown (20 compared with 64 in February.) This segment includes venues which provide a […]
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