Customers remain satisfied with the leisure sector

26th Apr 2019

Average customer satisfaction for the leisure sector remains above the UK average in the latest UK Customer Satisfaction Index (UKCSI), published by The Institute of Customer Service.

A score of 80.3 out of 100 in the January 2019 index was 2.6 points above the UK all-sector average of 77.7, and means that the sector is ranked joint fourth (alongside tourism) out of 13. The sector also saw its score increase compared to January 2018, to the tune of 0.3 points. 

The sector – which features scores for 24 organisations including your local restaurant/takeaway – is rated higher than the UK average on all experience measures, especially price/cost, which is 0.4 points higher than average. 

The number of customers experiencing a problem has fallen by 0.2 percentage points year-on-year and is 2.5 percentage points fewer than the UK average.  

Complaint handling in the sector has also improved, with all complaint handling measures seeing positive increases compared to January 2018. Leisure’s overall index score on the complaints dimension is second only to the retail (food) sector. The number of experiences rated as right first time, 85.5%, is the highest of any sector. 

The leisure sector is also rated at least two points higher than the UK average for the customer ethos, emotional connection and ethics dimensions of customer service. 

Netflix is the highest rated organisation for customer satisfaction with a score of 85.1, followed by Greggs (82.2) and Subway (81.8). Greggs continued its achievement of scoring at least one point higher than the sector average in every UKCSI since January 2015.  

Seven organisations improved by at least two points compared to January 2018, although three organisations/organisation types saw a fall of more than two points year-on-year.

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