Wagamama puts customers at heart of business with new director appointment

23rd Mar 2017

Restaurant chain Wagamama have announced they have appointed a customer director, a newly created role in the company.

Discussing her appointment, Emma Woods says: “I’m really thrilled to be joining the Wagamama executive team. It’s a fantastic brand and I’m very much looking forward to transforming the way we interact with our customers, in particular digitally, as our access to customer data gives us fresh insights and opportunities we could only have dreamed of a few years ago.”

Data from The Institute of Customer Service indicates that customer satisfaction with the UK’s restaurant chains is continuing to increase, as competition for loyal customers intensifies.  Figures from the latest UK Customer Satisfaction Index (UKCSI) show that consumers are increasingly happy with the speed of service and attitude of staff in person – but that many restaurants still need to improve their online and digital services.

Speaking of Wood’s appointment, Jo Causon, CEO of The Institute, says: “Wagamama’s philosophy is ‘kaizen’, meaning ‘good change’ and the creation of a customer-focused role is exactly that.  At a time when consumer priorities are focused on the attitude of staff, and a desire for a seamless customer experience, it ensures that service will be an integral part of the boardroom’s strategic plan.  That has to be good news as it builds loyalty, builds employee engagement and is the foundation stone of a sustainable business.”

The latest UKCSI figures suggest that the leisure sector continues to perform above the UK average for customer satisfaction – scoring 79.6 (out of 100) compared to an all sector average of 77.8.  The gap is closing, however, having been 2.3 points 12 months ago.

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