Three months in – Public satisfaction with hospitality’s safety stays high

2 min read
Oct 13, 2020 9:43:44 AM

Public satisfaction with hospitality’s safety stays high as We Hear You reaches 200,000 guests

The vast majority of consumers have been satisfied with pub, bar and restaurant operators’ safety precautions and communications in the three months since lock-down was lifted, the industry-wide We Hear You initiative has shown.

The campaign, steered by CGA, Yumpingo and UKHospitality, has collected views from more than 200,000 consumers after visits to almost 1,200 different venues since early July and has played an important role in the sector’s efforts to listen to guests’ needs and concerns. It showed 92% of consumers think the safety measures they have found in venues are clear, and almost as many (86%) have been satisfied with the precautions they have encountered.

A similar number (88%) have been satisfied with how well venue teams have followed hygiene practices, and just as many (88%) thought it was easy to provide track and trace details. There is widespread acceptance that precautions have either not affected guests’ experiences (60%), or it is necessary they do so (34%). The number of people thinking their overall experience was better than before lock-down (15%) is almost as many as those who thought it was worse (16%). However, while satisfaction with hygiene remains high, it fell a little in September—from 77% in the first week to 71% in the last.

Net promoter scores have stabilised at about 50 in September, after a dip in August. The survey also highlights ongoing concerns around crowding and the social distancing of other guests. Anxiety levels have increased slightly over September, in line with fears of a second wave of infections and increasingly tough restrictions. Safety remains a top priority, with four in five (79%) considering precautionary measures before making visits – a number that has stayed consistent ever since the reopening of hospitality.

Yumpingo chief executive and founder Gary Goodman said: “It is encouraging to see that the consumer confidence in the hospitality industry as a whole remains so high after three months. It really goes to show the industry is working relentlessly and consistently to keep both consumers and staff safe while providing a positive and memorable customer experience.

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Gavin Adair, CEO of Rosa’s Thai, said of the initiative: “We are delighted to be supporting the We Hear You initiative. There is nothing more important than understanding how happy and safe our customers feel as they return to our restaurants. The more we pull together as an industry to balance the need for safety and hospitality, the faster we all build confidence and custom.”

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