Survey: 'deal with issues promptly'

By Lesley Foottit

- Last updated on GMT

Related tags: Mystery dining company, Negative feedback, Good

Complaints: offer complimentary food or drink
Complaints: offer complimentary food or drink
Consumers want licensees to handle complaints promptly, according to a survey by The Mystery Dining Company (TMDC).

Consumers want licensees to handle complaints promptly, according to a survey by The Mystery Dining Company (TMDC).

The majority of the 500 respondents (84%) said the acknowledgement of negative feedback by senior management is their preferred response.

However, around 66% of consumers felt their feedback only reached the correct person "sometimes".

Eighty-four per cent expected that a bad experience should attract some degree of compensation, while seven out of 10 would be happy with on-site goodwill gestures, such as complimentary food or drink.

Money off the bill was more popular than receiving a voucher to eat at the site another time.

"Customers don't relish the thought of making a complaint, but if they do it's actually to the operator's benefit as they have the opportunity to change the customers' perceptions by handling any issue competently while they are on-site," said TMDC director Sally Whelan.

More than half (55%) of respondents were equally likely to offer good comments as bad and only 22% spoke up after a negative experience.

Food was the most common cause for complaint, followed by service and seven out of 10 respondents would rather give negative feedback via an electronic format.

Related topics: Legislation

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