Restaurant brands listed in Nunwood Customer Experience Top 100

27th October 2010, 2:39pm

Several restaurant brands have ranked in this year's Nunwood Customer Experience Top 100, which sees 5,500 consumers rate 170 brands across nine industry types.

The restaurant sector had good representation across the entire 100.

Those featured were:

8th – Nando's
10th – T.G.I Friday's
11th – JD Wetherspoon
14th – Café Rouge
16th – Domino's Pizza
20th – PizzaExpress
21st – Frankie & Benny's
23rd – Las Iguanas
27th – Zizzi
35th – Subway
40th – Pizza Hut
42nd – Chiquito
46th – KFC
52nd – Burger King
63rd – McDonald's

Participants of the survey were asked to consider their interactions with these companies, how they felt about their experiences and then rate these experiences across three dimensions:

• The degree to which the experience met their particular needs
• The ease with which these needs were met
• The degree to which the experience met or exceeded their expectations

Finally they were asked to explain their reasons why they rated the experience as high or low.

Nando's and T.G.I Friday's were both commended for the "vibe" and "atmosphere" of their restaurants. Diners also said they enjoyed a sense of theatre coupled with "great food and great service" being brought to life by enthusiastic staff.

Chris Moore, chief executive of Domino's Pizza: "We're delighted to have been voted the top pizza brand in this customer experience survey . We pride ourselves on not just delivering great tasting, piping hot pizza but fantastic customer service too. 

"We've made considerable investment in both our ordering process, with new innovations such as our online pizza tracker and iPhone app, and customer service programme this year so to score well in this survey is the icing on the cake – or the pepperoni on our pizza!"

Nunwood, the company behind the Top 100, said: "Retailer, restaurateur, banker, on line, off line, telephone, in a branch or a store these companies show it is possible to wow customers across a variety of touch points in a variety of different environments.

"Whether its companies who begin with the brand and then turn it into a promise so that consumers "experience the brand" (e.g. Marks and Spencer, Asda, Virgin Atlantic) or companies who create an innovative experience and then "brand the experience" (Amazon, First Direct, T.G.I Friday's) it matters little – the competitive differentiation lies in the consistent quality of delivery not the business model.

"These top companies adopt a holistic approach – offering great products and excellent service are hygiene factors today and do not lead to competitive advantage – when it comes to delivering great customer experiences these companies get a number of things right across a broad spectrum of activities with wow experiences the outcome."

Related Articles:

• 11 May 2011 - Restaurant chain Zizzi invests in customer experience system
• 25 Mar 2011 - Pizza Hut named Best Family Restaurant at baby friendly awards
• 18 Nov 2010 - PizzaExpress teams up with Oxfam

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