The BrandTrack data is based on a survey of 5,000 adults in April 2014, and to find customer satisfaction looked into service, food quality and value-for-money. The survey found that the strongest driver in achieving high customer satisfaction is good service.
Results showed that customer satisfaction in eating out in general is fairly high, as most brands left 80 per cent of customers either ‘satisfied’ or ‘very satisfied’.
Top 10 brands
Pub group Greene King’s Loch Fyne casual fish concept topped BrandTrack’s chart for overall customer satisfaction, with almost nine out of ten customers ‘satisfied’ or ‘very satisfied’. Loch Fyne also topped the chart for food quality, while Oliver’s came top for service.
M&B’s Crown Carvery was the winner of the value-for money chart, which also included all-you-can-eat restaurants Cosmo and Red Hot World Buffet. Cosmo was the highest new entry to the chart, while Giraffe was the biggest climber.
CGA Peach’s vice president Peter Martin said: “Customer satisfaction is the key to loyalty, with service and food quality the main drivers of high satisfaction scores. These fascinating charts reveal the brands that are turning it.
“The eating out scene has never been more diverse, and from budget buffets to premium concepts, many are delivering impressive satisfaction. But with competition so fierce there is always more to do, and our charts show the brands that everyone can learn from and those that need to up their game.”