October 2011
Featured in this insight: Consumer goods & FMCG , Retail, Sports & physical activity
Poll finds UK needs to improve customer service ahead of 2012 Olympics: A poll carried out by analysts Sidona Group as part of National Customer Service Week has found that there is a “clear need” for enhanced staff training in preparation for the 2012 Olympic Games.
Leisure and tourism workers have been revealed as simply not welcoming enough. In total, 59% of the customers surveyed do not think the UK will be ready to deliver a world class experience when the Olympics kick off in London next year.
In addition, more than 25% of those polled think the UK hospitality industry only delivers ‘acceptable’ experiences, while 57% think staff skills need to improve. A further 16% say that hospitality businesses are “simply not up to scratch”.
The study also looked at the UK customer experience geographically – it discovered that 57% of tourists say they get the best experience in the South West, while only 20% said the same when talking about London.
Customer Experience Director at Sidona Group, Anne Blackburn, commented: “We are obviously not quite there yet when it comes to making sure frontline leisure and tourism businesses deliver the sort of experience our visitors expect. With Visit Britain estimating that tourism outside London is set to benefit by £0.62 billion as a result of the Olympics, it is critical that we get the experience right if we are to benefit long term.”
View more of our sector specific insights: Consumer goods & FMCG, Retail, Sports & physical activity
