Best and worst family restaurants in South Africa
Customers of full service family restaurants in South Africa, are among the most satisfied customers in the world, according to the South African Customer Satisfaction Index (SAcsi).
SAcsi surveyed 1,788 customers of Mugg & Bean, Ocean Basket, Spur, Wimpy and other restaurants in the country, who scored the industry an overall satisfaction level of 82.4 out of 100.
The South African restaurant industry scores favourably compared to the US (with a score of 82 out of 100), the UK (76) and South Korea (74).
According to Prof. Adré Schreuder, founder of SAcsi and CEO of Consulta, one of the key aspects of the survey is reliability – how reliable an experience is for a customer.
Read: Best and worst fast food brands in SA
Wimpy was ranked the highest, overall, with high reliability scores. The popular chain scored 83.6 out of 100.
Mugg & Bean, Ocean Basket and the “other” category scored on par with the overall industry score, while Spur’s overall score was below par at 81 out of 100.
| # | Brand | Score |
|---|---|---|
| 1 | Wimpy | 83.6 |
| 2 | Other | 82.9 |
| Industry Average | 82.4 | |
| 3 | Mugg & Bean | 81.5 |
| 4 | Ocean Basket | 81.2 |
| 5 | Spur | 81.0 |
Wimpy also scored highest in the area of the price/quality relationship, which means that its customers are happy with the quality they are receiving for the price paid; and quality they receive in terms of price.
A telling factor in the SAcsi measurement of customer satisfaction is complaints.
About 8.6% of the sample reported complaints overall, with Spur getting the highest percentage of complaints at 10.5% of customers followed by Mugg & Bean at 10.2%.
Notably, despite being the lowest-ranked in terms of overall satisfaction, Spur scored well in terms of complaints handling – those customers who did have a complaint were generally happy with the way in which they were resolved.
“Spur is ensuring that 83.5% of complaints are resolved to the customer’s satisfaction,” Prof. Schreuder said.
“This industry has scored well overall in terms of complaints handling but I would urge all the brands to take a closer look at improving quality and service to lower the level of complaints.”
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