Understanding our customers through feedback Bettys and Taylors

Understanding Our Customers
Through Feedback
Bekki Simpson
Bettys Training Manager
About Bettys...
• Established in 1919 by Fredrick Belmont, a Swiss Baker
- Fredrick travelled to England at the turn of the century to follow his
dream of being a confectioner
• The First Cafe Tea Room was opened in 1919 at
Cambridge Crescent,
- This across the road from where it is now located
• We are still a family run business with:
- A Craft Bakery which supplies our Tea Rooms and Bettys By Post
(Our Mail Order business)
-Six Cafe Tea Rooms which have retail areas
- A Cookery School
• Bettys is part of Bettys and Taylors Group
- Taylors are the Tea and Coffee experts and include ‘Taylors of
Harrogate’ Coffee and ‘Yorkshire Tea’
Bettys Brand – Almost 100 Years on
Too Relaxed
Over
friendly
Slower
service
Yorkshire
Warmth
Swiss
Finesse
Pride in what we
do
Delivering
Excellence
Passion for
supporting local
Attention to
detail
Authenticity
Consistency
People know
what to expect
Elegant, Timeless
Surroundings
Uncaring
Rushed
Cold
Our Values
Our Customers...
Suppliers
Taylors
Tea and Coffee
Farmers
Third Party
Suppliers
Local business
Visiting the Shop
or the Cafe
Bettys
Customers
Customers that
visit the Branch
Customers
Visiting for a
special occasion
Customers that
visit us online
Customers that
visit weekly if not
more
Internal
Customers
What does Bettys Service mean to
our Customers?
Buzz Groups
What does customer experience mean for you
within your department at your university?
o 5 minutes
o Network around the room
Grab a pack of
post it notes
and a pen!
1. What does a great experience mean to you?
2. How would your ‘customers’ describe the
experience you offer?
Listening to our Customers
Customer
Comment
Cards
Anecdotal
Feedback Having a
chat to them
Annual
Surveys
Customer
Letters
Listening to our Customers
Social
Media
Live Online
Survey
‘Contact Us’ Via
the Bettys
Website
Measuring
Satisfaction
Our customers buy
into the brand
Measuring Satisfaction at Bettys
Our most actionable tool currently is the online Customer Satisfaction survey
We analyse the data around what our customers are saying to really understand who
they are, how often they come to see us, and what would make them even more
satisfied.
The details below show example satisfaction rates against different measures.
The % calculated is of those that are highly satisfied with their overall experience
Areas
Survey Count
Availability of
Assistance
Friendliness of
Staff
Knowledge & Ease of Locating
Understanding
Items
Overall
Satisfaction
Combined
427
81%
82%
82%
82%
82%
Area One
131
79%
81%
85%
78%
81%
Area Two
108
75%
83%
81%
84%
81%
Area Three
73
88%
84%
78%
82%
83%
Area Four
115
82%
79%
83%
84%
82%
Group Discussion
• Where do you get your data on the satisfaction
of your customers/students from?
• When you receive data what do you do with it?
• From what you have heard, and from what
others in the same industry have said - What
different ways could you hear more about what
your ‘customers’ are saying?