No change in leisure sector customer satisfaction

7th Feb 2020

Average customer satisfaction in 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 out of 100 in the January 2020 index was 3.1 points above the UK all-sector average, and means that the sector is the second highest rated sector after retail (non-food). The leisure sector saw its score stay constant, having achieved exactly the same score in the July 2019 UKCSI. Its score was, however, 0.3 points lower than a year previously. 

The sector – which features scores for 25 organisations including your local restaurant/takeaway – is rated higher than the UK average for all five dimensions of customer satisfaction.   

Some 86.9% of customers said their experience was right first time, an increase of 1.4 percentage points compared to a year ago. 

However, the number of customers experiencing a problem with an organisation increased from 11.4% to 13.0% compared to a year previously, the largest increase of any sector. At the same time, satisfaction with complaint handling has fallen, especially for satisfaction with the outcome of a complaint, which is down 0.5 points (out of 10) compared to a year ago.

These results suggest that problem prevention and effective complaint handling should be key areas of focus for organisations in the leisure sector, while product or service range should also be high on the agenda, given that customers identified this as the top issue that organisations should seek to improve.

‘Your local restaurant’ topped the table with a score of 84.2 out of 100, while Greggs, Netflix and Odeon were the three highest ranked named organisations, with scores of 83.0, 82.7 and 81.2 respectively. Five organisations improved their UKCSI score by at least one point, although 11 saw a year-on-year drop in customer satisfaction of one point or more.

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