CFI Group Report: National Customer Satisfaction Index (NCSI-UK) Results for Restaurants
2011-11-08
Customer satisfaction is down for Full Service Restaurants but up for Quick Service Restaurants, according to the National Customer Satisfaction Index (NCSI-UK), produced in partnership with CFI Group and the American Customer Satisfaction Index (ACSI).
“Many full service restaurants resort to deep-discounting promotions, which may draw customers in, but does not guarantee they’ll come back.”
Customer satisfaction with Full Service Restaurants dropped from 83 to 78 on a scale of 0 to100 – an all-time low for restaurants, and the largest decline for any industry since 2008. Smaller restaurants and local establishments shouldered most of the loss. In a fragile economy, price plays a greater role than it would otherwise, and customer satisfaction with Quick Service Restaurants is up for the second year in a row (75).
“Fast food restaurants continue to benefit from the weak economy, whilst full-service restaurants are suffering,” said James Rudd, managing director of CFI Group UK. “Many full service restaurants resort to deep-discounting promotions, which may draw customers in, but does not guarantee they’ll come back.”
In order to win customer loyalty, Full Service Restaurants need to beat fast food in customer satisfaction. They still do (78 versus 75), but the gap is shrinking, which should be a warning signal that Full Service Restaurants need to provide significantly higher levels of quality and service to justify higher prices.
Additional Findings:
Highest Corporate Social Responsibility (CSR): Greggs
Best Ambiance: Nando’s
Most Child-Friendly: McDonald’s
Read Full National Customer Satisfaction Index Report Here
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