Share with your friends

Customer experience: How are restaurants, travel and hotel groups performing?

Customer experience in the leisure industry

The latest KPMG-Nunwood Customer Experience Excellence Survey reveals the top UK leisure companies for customer experience

Will Hawkley

Global Head of Leisure and Hospitality

KPMG in the UK


Also on


Never before have brands been under such pressure to perform. Across UK PLCs, customer experience has stalled. Firms are failing to make the necessary internal connections that ensure the delivery of a consistent experience across all touchpoints. For many, customer experience has yet to evolve into a coherent management or transformation discipline. It is currently a team or project for most companies, rather than a mature business capability.

However, there’s evidence to be optimistic about the future of customer experience in the leisure sector. There are organisations who are making real progress, transforming their businesses, and in the process placing greater emphasis on the experience they deliver to their customers.

Our 2017 analysis of UK Customer Experience revealed that companies in the restaurant and fast food sector are performing 1 percent better than the UK average for all 10 sectors surveyed. However, the travel and hotel industry has fallen 3 percent behind. Customers demand simplicity, flexibility and, increasingly, minimal human interaction. For travel and hotel groups, this means that each human-to-human interaction needs to be outstanding.


  • Seven of the best performing companies in the UK top 100 for customer experience are restaurants and fast food businesses
  • 28 percent of the brands featured in the top 100 are in the travel and hotel industry
  • The highest ranked travel operator came in sixth place for customer experience

To find out more download the full Nunwood Connected Experience Imperative report.

© 2020 KPMG LLP a UK limited liability partnership and a member firm of the KPMG global organisation of independent member firms affiliated with KPMG International Limited, a private English company limited by guarantee. All rights reserved.

For more detail about the structure of the KPMG global organisation please visit

Connect with us


Want to do business with KPMG?


loading image Request for proposal