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Contract caterer Eurest unveils best-in-class customer promise

11th Jul 2024 - 05:00
Contract caterer Eurest unveils best-in-class customer promise
Eurest, which is part of Compass B&I, has begun a journey to embed a new customer promise in the business that is designed to set standards, inspire loyalty and be part of its DNA to put the customer first.

Eurest provides food and beverage services across 300 sites in the UK and has a growing reputation as a thought leader in how food can positively impact health, wellbeing and sustainability. Eurest has been praised for its customer service as their customer satisfaction scores regularly exceed 90%.   

The customer promise is based on four foundations:

  • Eurest will boost performance
  • Eurest will deliver a great experience
  • Eurest will look after wellbeing
  • Eurest will protect the future

Morag Freathy, chief executive of Compass Group UK & Ireland B&I, said: “We always put our customers at the heart of everything we do and that’s why the customer promise is so important to us. Helping us take the customer experience to the next level by making every moment matter – through the food and environment we create.

“It challenges us to ensure we are consistent, reliable and caring – and able to look at the business through the eyes of our customers, making it easy for them at every step of the journey. The engagement from our people has been outstanding and it’s a promise that we are all determined to live up to.”

The end goal is to:

  • Set what customers can expect from Eurest and exceed these expectations
  • Outline how that experience should be delivered
  • Inspire confidence and loyalty from customers
  • Set standards to create better customer experiences
  • Improve customer and client satisfaction

Ryan Holmes, culinary director at Eurest, added: “Great food is fundamental to us at Eurest and we want to deliver a ‘foodie’ experience for our customers. That means creating amazing, nutritious recipes that are made with care and delivered with love.

“It is about how we talk about food, how we interact with our customers and how we serve it. For both our front and back-of-house teams, it means working together to achieve the same goal: making every customer happy so they choose to spend their break with us.”

Written by
Edward Waddell