Wagamama puts customers at heart of digital revolution

21st Mar 2017

Customer satisfaction with the UK’s restaurant chains continues to increase as competition for loyal customers amongst 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.

These figures come as news breaks that Wagamama has appointed a new customer director who will focus on building digital relationships with customers, leading Jo Causon, CEO of The Institute of Customer Service, to say:

“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 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 twelve months ago.


Notes to editors
For further information please contact: 
Ellie Scott, Bethan Davies or Rebecca Stevenson
E: [email protected] 
T: 020 7010 0831 (Ellie Scott), 0207 010 851 (Bethan Davies), 020 7010 0810 (Rebecca Stevenson)  

About The Institute of Customer Service  
The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers’ experience and their own business performance.  The Institute is a membership body with a community of over 500 organisational members – from the private, public and third sectors – and over 4,000 individual memberships.  For more information about the Institute of Customer Service go to www.instituteofcustomerservice.com.

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