UK leisure sector hitting customer service highs

15th Aug 2017

The UK leisure sector has scored 80.3 out of 100 in the latest UK Customer Satisfaction Index (UKCSI) from The Institute of Customer Service, its highest score in three and a half years.

The sector is outperforming the UK average for almost all customer experience measures except for those that record opinion on online and in person experiences, where it is roughly in line with the average.

It has also hit a net promoter score of 28.4, significantly higher than the UK average of 17.0.

And while many restaurant and pub chains have performed well, it seems local restaurants are still maintaining the best relationship with customers, receiving a UKCSI score of 87.1.

Perhaps most significantly, while the sector has consistently performed above the national average, 14 of the 22 organisations in the report improved their CS by more than a point over the last year. This indicates that continually improving customer experiences is high on the agenda for most in the sector.

The Institute has offered advice for further improvement in the sector, such as increasing “right first time” interactions, preventing problems ahead of time and engaging with customer feedback.

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