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CO-WRITTEN / PARTNER | Staff Reporter, Australia
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Increasing outright satisfaction performance: Who performed best?

Who are the brands that have increased their rates of customer satisfaction?

Last time we used the emma survey to find and rank the brands that have increased their visitation in terms of the unique number of individuals in any four week period. The time frames compared were July – December 2014 against January to June 2015. Let’s do the same with rates of satisfaction from people identifying a QSR brand as their main choice.

The winners:

1st Boost Juice 3.58% increase in satisfaction rates

2nd Dominos 1.44%

3rd Red Rooster 0.12%

Most results were in the negative between the two periods suggesting there is something industry wide at play with consumers and if we take a look at grouped rates of brand dissatisfaction they’re certainly rising, albeit slowly.
Some brands began the 12 month period with extremely high rates of satisfaction and measurably increasing them was always going to be tough. Between July 2014 and December 2014 the rate of satisfaction for Crust Pizza was 99.2%, improving on that was always going to be tough.

Note, this is improvement in rates of satisfaction, not who has the greatest level of satisfaction based on the rolling 12 month emma survey to (June 2015), those results go to:

1st Pizza Capers 96.1% Satisfied

2nd Crust Pizza 94.4%

3rd Boost Juice 91.4%

The way the question is asked disadvantages some of the smaller brands as few people identify them as their main brand and in some instances the sample size isn’t reliable. Some brands that had large increases in performance were only just outside of the sampling criteria. To see more information on QSR consumers or how your brand performs in the emma survey please contact ben.coulston@ipsos.com

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