Loch Fyne is the brand delivering the highest levels of customer satisfaction in eating out – with Crown Carvery best for value and Jamie’s Italian for service. Those are among the findings from exclusive new rankings drawn from CGA Peach’s BrandTrack survey of consumer opinion.
Loch Fyne is clear leader for overall customer satisfaction
Loch Fyne, the casual fish concept owned by pub group Greene King, is the clear leader at the top of BrandTrack’s top 40 chart for overall customer satisfaction, with nearly nine in ten customers very satisfied or satisfied with a meal there. Completing the top five are Mitchells & Butlers’ Browns, Jamie Oliver’s Jamie’s Italian, Latin American concept Las Iguanas and Carluccio’s.
Loch Fyne also leads on food quality
Loch Fyne also tops BrandTrack’s separate chart for satisfaction on food quality, with Jamie’s Italian again just behind – and Oliver’s fast-growing brand takes top spot on the chart for good service.
Crown Carvery ahead on value for money
But a sister list for satisfaction around value for money paints a different picture, with M&B’s Crown Carvery leading a top five that also includes fellow carvery concept Toby, all-you-can-eat brands Cosmo and Red Hot World Buffet, and pub chain Wetherspoon’s.
Top 10 pub and casual dining brands for customer satisfaction
(% of customers saying very satisfied)
1 (1) Loch Fyne 56%
2 (6) Browns 46%
3 (2) Jamie’s Italian 45%
4 (3) Las Iguanas 45%
5 (4) Carluccio’s 43%
6 (7) Wagamama 43%
7 (-) Cosmo 43%
8 (5) Red Hot World Buffet 42%
9 (10) Miller & Carter 42%
10 (11) Zizzi 42%
Source: CGA Peach BrandTrack, April 2014 (*2013 positions in brackets)
Other insights from the research
- Cosmo is the highest new entry on BrandTrack’s overall chart, while Giraffe – now owned by Tesco – is the biggest climber. Other notable risers include Ember Inns, Toby and YO! Sushi
- Satisfaction ratings in eating out are generally high, with the majority of brands leaving 80% of customers either very satisfied or satisfied
- Good service is the biggest single driver of customer satisfaction
Customer satisfaction is the key to loyalty
CGA Peach vice president Peter Martin says: “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.”
About CGA Peach BrandTrack
CGA Peach BrandTrack provides unrivalled insight into consumer and brand metrics in the eating and drinking out markets. This data is based on a survey of 5,000 adults in April 2014.
For more details, contact Jamie Campbell at CGA Peach on 0161 476 8375 or jamie.campbell@cgapeach.co.uk.