Customer Insight / Benchmark Against Competitors / Celebrate Excellence
Benchmarking
Benchmarking allows you to measure your business internally (against your sites), externally (against the industry, your sector & direct competitors). The 10 questions provided by us create the benchmark score but you can add bespoke questions to this to identify other areas of opportunity.
With over 1,500 businesses forming the benchmark we understand that:
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• Over the past 10 months we have established a solid benchmark against which to appraise the customer service experienced in industry.
• The hospitality sector average is 76.51%
• The lowest unit score has been 13% (part of a major brand)
• The top 5 brands (as previously released to the media) were:
Living Ventures – 90.78
John Lewis
Wagamama
Premier Inn
Maison Blanc
• The weakest area of performance was Personality which is comprised of Welcome, Warmth, Interest and Confidence.
• The worst four performing areas overall were Welcome, Warmth, Interest and Knowledge
The Industry average currently sits at 77%
• The benchmark target is 90% - as research shows that this creates loyal customers
• Personality is weak across all sectors– customers desire more warmth and value!
• 68 businesses have scored 100%
• 412 businesses scored 90% or more making up 26.8% of the sample
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Competitor Benchmarking
The graph illustrates 60+ chain scores highlighting:
• The company overall score
• Individual company chains
• Direct competitors
• The leading performer – currently Living Ventures
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Even though the benchmark is rated at 77% the ideal level of achievement rests at 90%, because only customers who rate you as 9 or 10/10 are likely to return and recommend. This is based on the Net Promoter developed by Harvard. Harvard’s Net Promoter can drive growth and by gaining the competitive advantage through superior customer relationships, creating a basis by which customers are more likely to recommend than tarnish your brand. Customer retention can be achieved by delivering a different USP, in the form of excellent customer service.
To deliver excellence and know where you benchmark in your sector and against industry contact us today on: 07826 511314 or email:
natalie.martin@hospitalityskillsacademy.co.uk
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