Compass Group business Eurest has launched a new 'Customer Promise' to drive standards, inspire loyalty and place customers at the hear of its DNA.
The caterer provides food and beverage services across 300 sites in the UK and has a growing reputation as a thought leader in how food can positively impact health, wellbeing, and sustainability.
Already praised for its customer service, with average customer satisfaction scores regularly exceeding 90 per cent, it has an ambition to take this service to the next level.
The Customer Promise has being rolled out nationally following a series of roadshows that were designed to enable learning to cascade from the top of the business to the ground floor.
Its impact will be measured through customer feedback satisfaction scores; colleague feedback via our Your Say survey; sales and participation improvements and employee churn.
The Customer Promise is based on four foundations:
The end goals are listed as to :
We always put our customers at the heart of everything we do and that’s why the Customer Promise is so important to us.
Helping us take the customer experience to the next level by making every moment matter – through the food and environment we create.
“It challenges us to ensure we are consistent, reliable and caring – and able to look at the business through the eyes of our customers, making it easy for them at every step of the journey.
“The engagement from our people has been outstanding and it’s a promise that we are all determined to live up to.
Ryan Holmes, Culinary Director at Eurest, adds: “Great food is fundamental to us at Eurest and we want to deliver a ‘foodie’ experience for our customers.
“That means creating amazing, nutritious recipes that are made with care and delivered with love.
It is about how we talk about food, how we interact with our customers and how we serve it.
“For both our front and back-of-house teams, it means working together to achieve the same goal - making every customer happy so they choose to spend their break with us.”
