Cleanliness improves CSI

Cleanliness and hygiene in hotels and restaurants are having a direct impact on the Customer Satisfaction Index (CSI). A research report by Food Standards Agency (FSA), UK shows the increasing customer awareness towards food hygiene schemes and their rating stickers while choosing where to eat out.

The direct relation of hygiene to customer satisfaction has led to more food businesses displaying their hygiene rating stickers and this has resulted in greater customer confidence, better reputation among customers and, most importantly, more customers.

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According to the research, businesses with a rating in the top half of the Food Hygiene Rating Scheme scale (3, 4, or 5), and those with a ‘Pass’ under the Food Hygiene Information Scheme that runs in Scotland, are being encouraged to display their rating sticker or ‘Pass’ certificate in a place where customers can easily see it, for example, in a window or on the door. This immediately reassures customers about the business’s hygiene standards.

To help food businesses, get the most out of their rating, the FSA has produced an online ‘How to’ guide giving ideas on how to promote hygiene standards and help increase the number of customers who come through the door or order online, for example, including the food hygiene rating or ‘Pass’ on menus and advertising.

Research by the FSA indicates that the majority of consumers find a rating of 3 and above acceptable. A 3 means that standards are ‘generally satisfactory’ and 4 means they are ‘good’ but these businesses are still a step or two away from the top rating and should continue to try to improve.

A ‘Pass’ indicates that the business broadly met the legal requirements, which include the conditions found and the management procedures in place for providing safe food. Where a business has failed to meet these requirements it is issued with an ‘Improvement Required’ certificate.