Based on the survey results for the restaurant industry, 100% of participants said that proper health and hygiene practices were either critical or very important to their customers. 50% of businesses were relying on the individual locations to adhere to the health and hygiene practices put in place by the company, whether that’s for dine-in, delivery or take-out services. Shockingly, 80% of restaurant participants are not collecting data from customers about the restaurants’ health, hygiene, and sanitation procedures, even though 45% of restaurants indicated that these procedures have a critical or significant impact on purchasing decisions.
We surveyed more than 100 establishments from a variety of industry sectors, including retail, senior living, restaurant, hotel, and others, and asked them to share how their health and hygiene practices would impact their customers’ decision to visit, shop and purchase in the future. We compiled the results from the survey to highlight the impact that health, hygiene, and sanitation will have on businesses as more city and state economies reopen.
Even before the recent and catastrophic events of COVID-19, the customer service sector as we know it was under siege. A new generation of shoppers, ones that did not fall to the traditional measures of loyalty, were perplexing companies as businesses struggled to understand how to retain shoppers’ interest and wallets. A growing sentiment in many circles was Net Promoter Score (NPS) was no longer as relevant as it once was. New and more progressive forms of measurement like Customer Level of Effort were on the rise with the hopes that these measurements would bring some better insight into the everchanging way people consume.