Understanding You

CREATING A PERFECT BLUEPRINT TO FOOD PARTNERING SUCCESS COMES AS NO ACCIDENT. WE GET IT RIGHT THROUGH LISTENING TO YOU, SO WE UNDERSTAND BOTH YOUR BUSINESS AND WHAT YOUR PEOPLE WANT.

From planning the branding, look and feel of the units, to creating stimulating marketing campaigns and enticing point-of-sale with promotional offers, we devise solutions that consider all aspects of your foodservice needs.

Getting to know you and your people helps us provide the right food at the right price – as well as the best nutritional options – so we avoid a ‘one size fits all’ mentality.

By smiling, talking with and learning from their customers, our local teams give us the feedback we need to enable us to tailor our operations to suit you.

Understanding You

Measuring Performance

WE RELY ON OUR CUSTOMERS, WHETHER THEY ARE SATISFIED WITH THE SERVICE OR NOT, TO TELL US THE TRUTH.

We don’t shy away from asking the questions, however awkward, to tell us how we are doing and what we need do differently, better or not at all.

Without wishing to boast – we’re rather pleased to have the largest independent customer survey participation programme in the UK, with over 25,000 ‘Eating at Work surveys’ completed this year. This vital feedback – whether obtained on paper or online – helps us improve our business with you. It is our way of telling you how things really are, and means we can keep our corporate finger on the pulse of consumer needs, now and in the future.

We know that strong, honest relationships keep us in business, and we also know that the more satisfied consumers there are, the more they visit, and the more they spend.

Measure

What Gets Measured Gets Done

ENSURING RESULTS - NO MATTER WHAT WE DO OR HOW WE DO IT, WE MEASURE AND ASSESS IT TO MAKE SURE WE ARE GETTING IT RIGHT.

Excellence is a result of setting standards and measuring how we perform against the levels we set with you.

Every aspect of our business, from the food we source to the way that we cook and deliver, has some vital Key Performance Indicators. There are no shortcuts to greatness.

Each site is independent financially and operationally, with account managers managing the customer-facing teams to ensure we deliver what we promise.

Their relationships at the sharp end of your business are critical to our success in providing you with the foodservice you need; their reporting keeps us all on track.

Once we’ve got the knowledge, we can take all the action necessary to continually improve service quality.

What gets Measured

The Eurest Way

Award Winning Customer Experience.

Every one of our customers enjoys a fully tailored service based on our brilliant (even though we say so ourselves) Customer Experience programme, using customer insight combined with innovative ideas to promote consistency in brand standards and excellent experiences every time.
 
It focuses on measuring our customers’ total experience; the consistency of our product and service; how they feel about the complete package; what the Eurest brand means to them emotionally as well as in a practical sense.

Our information is based on consumer and market insight – through research from surveys, interviews, forums, comments, industry papers and competitor analysis.

We empower our operators to do what they do best, by supporting them, listening to their feedback and delivering tools to deliver service excellence built by the business, for the business. We call it The Eurest Way – our way of doing business from top to bottom - and everyone in the business understands and promotes it.

It’s not a one-size-fits-all approach, but rather reflects a tiered approach to suit businesses of every shape and size.

Our Customer Experience programme uses customer research and innovative ideas to promote brand consistency and an experience of excellence every time. We focus on the total experience of our customers; how they feel about our product and service quality.

Eurest Way

Centres For Excellence

WE CAN ONLY TALK SERIOUSLY ABOUT EXCELLENCE IF WE UNDERSTAND WHAT IT IS AND CAN INSPIRE OUR PEOPLE TO DELIVER IT.

That’s why we’ve created Centres for Excellence for our frontline people, where we establish the standards of excellence that we set, and train our staff to meet and beat them.

It may sound easy, but excellence and the standards that we demand of ourselves have been achieved by a rigorous attention to detail - doing the right things and doing things right – all day, every day.

Our mission is simple; to ‘build excellence as standard,’ teaching and inspiring our people to give a great customer experience every day.

Through our ‘Business Excellence’ team, we take best practice to the heart of your business, whether it is in hot beverages, food or service; we know they are all important in transforming our and your business from good to great.

Excellence

Insight

OUR RESEARCH TEAM, ACCREDITED BY THE MARKET RESEARCH SOCIETY, COLLECTS INFORMATION AND OPINION ABOUT THE SERVICES WE DELIVER AND THE MARKETS IN WHICH WE OPERATE, AS WELL AS LOCAL AND GLOBAL TRENDS IN FOODSERVICE PROVISION.

All of this helps us to stay ahead of the curve when it comes to changes in taste and eating behaviour, and helps us to introduce new ideas and ways of working to take changing customer habits and preferences into account.

The insights we collect can be broadly divided into two over-arching activities; collation and understanding of public research data, produced by well-known organisations like Mintel; and customer-specific data collected by Eurest in the form of client and customer feedback, mystery shoppers and brand audits.

By drawing all this intelligence together and measuring how our customers feel about us, the insight team plays a vital role in informing the business, not only what our customers want us to deliver, but also how well we are currently performing and what we need to do better to keep improving.

Insight