News

Study: UK restaurateurs need to improve customer experience

April 4, 2017

U.K. restaurateurs and retailers are not providing a rewarding customer experience despite the fact that consumers are more likely to buy if they have a positive customer experience interaction, according to an Eptica study.

Just 7.5 percent of companies respond on all four customer query channels (email, Twitter, Facebook and email) and 46 percent of customer queries go ignored, according to a press release on the study.

The 2017 Eptica Retail Conversation Study polled 40 top retailers in the fashion, consumer electronics, food and drink and entertainment and surveyed 1,000 consumers regarding satisfaction from a retail experience.

"Consumers today demand a high-quality experience from retailers — whatever channel they use to make contact," said Olivier Njamfa, CEO and co-founder of Eptica, in the release. "They value having a real-time conversation, yet too many retailers are letting them down, settling for average service at best, rather than delivering an experience that will drive long-term loyalty."

Need some customer experience tips? Register hereto attend the Restaurant Franchising and Innovation Summit, July 18-20 in London.