July 25 2019  |  Airlines & Airports

Fast service the top traveler priority, reveals m1nd-set’s first F&B research

By Mary Jane Pittilla

Swiss research agency m1nd-set has revealed travelers’ perceptions of airport F&B outlets in airports globally.

The research firm has included airport food and beverage outlets in its latest report for the first time.

Convenience and price are among the key drivers in choosing where to eat in airports.

Fast service, healthy options and local flavors are the top three most important aspects.

Discovering new dishes and flavors, the provision of children’s menus and known international brands are also among the main priorities for international travelers surveyed by m1nd-set.

The report details the aspects of airport F&B that travelers say they are satisfied and dissatisfied with, as well as the key reasons for visiting airport restaurants and coffee shops. It also shows which customer segments tend to visit the various types of F&B outlets and why.

m1nd-set owner and CEO Peter Mohn said the company would be launching a quarterly newsletter on the fast-growing F&B sector.

This month’s m1nd-set report also focuses on employee engagement and the impact on spending levels.

It demonstrates a strong correlation between employee and customer engagement and reveals the significance of employee engagement programs to drive penetration and sales.

According to m1nd-set, engaged customers can generate up to 25% higher spend than customers who do not feel engaged.

In duty free shops in particular, travelers are far more likely to make a purchase when they interact with the store staff. Store visitors who are approached by staff are 9% more likely to convert into buyers while store visitors who approach the staff themselves are 32% more likely to convert into buyers.

m1nd-set Travel Retail Research Director Clara Susset said of the new report: “The F&B customer experience is, as with the airport retail customer experience, inextricably linked to staff interaction and the experience with store or restaurant employees. The qualitative research we conducted around this theme demonstrates the impact of successful employee and customer engagement both on satisfaction levels and sales. We also see higher levels of engagement on social media and viral marketing benefits where airport retail and F&B customers have had a positive experience.”

Susset continues: “Consumers are more engaged than ever before and want to participate in influencing how other consumers behave. In a world where there is so much choice for consumers, whether in a high street, shopping mall, food court or airport, it is essential for consumer-facing businesses to create and curate their unique culture to ensure customers enter, purchase, enjoy, share, praise and remain loyal.”

For details, contact Clara Susset at csusset@m1nd-set.com

.

Brand News

November 15 2019

Diageo shares a lesson in achieving…

​Looking back on a general year in review, Diageo highlighted the shining lights of its diverse brand portfolio, identified…

By Jas Ryat

November 14 2019

Beam Suntory's innovation game

Launching its latest phase at the TFWA World Exhibition 2019, Beam Suntory promotes phase by phase innovation and the best…

By Jas Ryat

November 14 2019

Distell celebrates CSR and elephant…

Money raised from the sale of Amarula is helping fund lawyers on the frontline battling to bring elephant poachers in Africa…

By Chris Madden

November 13 2019

Bottega Bar opens doors at DXB

​Bottega S.p.A. has announced the opening of Bottega Prosecco & Craft Beer Bar and Restaurant in Concourse A of Dubai International…

By Sabrina Pirillo

November 13 2019

Duty Free Dynamics shares success…

Featuring a divided showroom, in addition to its flagship category, Duty Free Dynamics exhibited…

By Jas Ryat

November 11 2019

Ricola confirms first direct order…

Ricola AG, the expert in Swiss herb confectionery, has reported a pleasing new piece of travel business arising from its…

By Laura Shirk

November 11 2019

Kavalan’s latest bottle features…

It’s an evolution of a company and an ambitious journey from household products, orchids and rural childhood education through…

By Hibah Noor

November 11 2019

Molton Brown to bring the Roaring…

Molton House will celebrate the festive spirit of the Bright Young Things this holiday season, as it celebrates the Roaring…

By Jas Ryat

November 7 2019

Zamora Company promotes new brand…

Aiming to achieve an international presence, Zamora Company’s travel retail strategy is geared toward sharing its brands’…

By Jas Ryat

Copyright 2019 DutyFree Magazine. All rights reserved. Privacy Policy Sitemap