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).<\/p>\n
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.<\/p>\n
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).<\/p>\n
According to Prof. Adr\u00e9 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.<\/p>\n
Read: Best and worst fast food brands in SA<\/a><\/strong><\/p>\n Wimpy was ranked the highest, overall, with high reliability scores. The popular chain scored 83.6 out of 100.<\/p>\n Mugg & Bean, Ocean Basket and the \u201cother\u201d category scored on par with the overall industry score, while Spur\u2019s overall score was below par at 81 out of 100.<\/p>\n 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.<\/p>\n A telling factor in the SAcsi measurement of customer satisfaction is complaints.<\/p>\n 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%.<\/p>\n Notably, despite being the lowest-ranked in terms of overall satisfaction, Spur scored well in terms of complaints handling \u2013 those customers who did have a complaint were generally happy with the way in which they were resolved.<\/p>\n \u201cSpur is ensuring that 83.5% of complaints are resolved to the customer\u2019s satisfaction,” Prof. Schreuder said.<\/p>\n “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.”<\/p>\n Best and worst municipalities in South Africa<\/a><\/strong><\/p>\n Best and worst petrol stations in South Africa<\/a><\/strong><\/p>\n Best and worst supermarkets in South Africa<\/a><\/strong><\/p>\n\n\n
\n #<\/th>\n Brand<\/th>\n Score<\/th>\n<\/tr>\n \n 1<\/td>\n Wimpy<\/td>\n 83.6<\/span><\/td>\n<\/tr>\n \n 2<\/td>\n Other<\/td>\n 82.9<\/span><\/td>\n<\/tr>\n \n <\/td>\n Industry Average<\/strong><\/em><\/td>\n 82.4<\/strong><\/em><\/td>\n<\/tr>\n \n 3<\/td>\n Mugg & Bean<\/td>\n 81.5<\/span><\/td>\n<\/tr>\n \n 4<\/td>\n Ocean Basket<\/td>\n 81.2<\/span><\/td>\n<\/tr>\n \n 5<\/td>\n Spur<\/td>\n 81.0<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table><\/div>\n<\/div>\n More on customer satisfaction<\/h3>\n