Thai Leisure Group (TLG), the operator of Thai restaurant brands Thaikun and Chaophraya, last week brought together its leadership team and restaurant colleagues to mark industry-leading customer performance figures.
The group invited 60 team members to join its first ever overnight company summit to celebrate the achievement – an impressive Net Promoter Score (NPS) rating of 93.7% – as well as to underscore its vision, strategy and brand values.
NPS is a widely-used customer metric that has been adopted across the leisure and hospitality landscape to measure business or brand performance – how likely a customer would be to recommend a business or brand to a friend, based on their experience.
Commenting on the achievement, TLG’s Brand Strategy Director James Hacon said: “NPS is a really vital measure for all restaurant businesses, so to achieve this rating is phenomenal – we believe it’s just about the best score out there. Our absolute focus is on creating exceptional guest experiences for our customers. It’s at the heart of everything we do and why we invest so many hours in staff training, development, and product innovation. So to deliver this is extremely gratifying.”
The gathering heard from Managing Director Ian Leigh, who outlined the company’s commitment to creating leaders among its employees and the importance of working together as one cohesive team. In addition, renowned restaurateur and food critic Nicholas Lander shared the learnings of his three decades visiting the best – and worst – eateries the UK had to offer.
James Hacon added: “At Thai Leisure Group we have a family motto, which is embossed on the staff’s uniforms, “ow jai sai” – which translates to “from the heart”. The annual conference is a platform whereby we can further instil this message into members of the Thai Leisure Group family, thus further enhancing our customer journey.
“Teamwork is very important to us and we’re passionate about creating an enjoyable work environment – it brings the best out of any team. Our year-end NPS scores show we’ve already started to create a winning culture and we’re incredibly proud of what the TLG team has achieved in 2016.
“We’re determined to carry the momentum into 2017, as we pursue further growth across the UK, and look forward to welcoming new and existing customers through our doors, to enjoy the most creative Thai dining experience in the UK.”