Blog | Hospitality + Grocery Insight Experts

Digitalisation of the customer journey accelerates further

May 11, 2021

Digitalisation of the customer journey is accelerating as the sector gets set for indoor reopening Our brand new report released this week in partnership with Zonal focuses on the post-pandemic customer journey and examines the customer decision process from deciding whether to go out and researching a venue, through to ordering, paying, reviewing and choosing … Read More

Summer of sport offers standout opportunity

May 7, 2021

After the year we’ve just had many operators will no doubt be actively looking for opportunities to drive customers back through their doors. Last summer we had ‘Eat Out To Help Out’ and whether you loved it or hated it, it certainly drove footfall into many venues. This summer, we have sport- and lots of … Read More

Time to embrace multi-channel hospitality

May 2, 2021

While hospitality has been unable to welcome customers to dine in their venues, many have found innovative new ways to take the hospitality experience into their customers’ homes. Even as venues re-open demand from consumers for multi-channel hospitality remains strong. Katy Moses, MD at KAM suggests that from now on hospitality needs to think about … Read More

Reflections on ‘outdoor only’ hospitality

April 26, 2021

Outdoor hospitality has been re-open a matter of weeks in England and has slowly been re-opening across the UK. Katy Moses, managing director of KAM Media, reflects on her experiences visiting hospitality in the first weeks of the re-opening roadmap stressing that right now, every single detail really counts. “Well, it seems hospitality is well … Read More

The rising price of a pint in pubs

April 22, 2021

Pub customers are empathetic but they’re not stupid Blake Gladman, Research & Strategy Director at KAM give his opinion of the recent focus on the rising price of a pint in pubs. You may have seen a recent article from The Daily Mail, published 21st April 2020, that claims breweries are telling struggling pubs to … Read More

Summer of socialising ahead

April 8, 2021

2021 looks set to be a summer of socialising for many UK consumers, if lockdown measures do lift. 36% of UK adults say they plan to have friends and family over to their homes more often than pre-pandemic according to our latest poll. The poll showed that there will be a significant amount of socialising … Read More

Local pubs will win customers back first

March 18, 2021

Our recent consumer poll showed that it will be the independent, local pub sector that will be the first to win back customers when they fully re-open end of May. The research looks at what proportion of customers are likely to return to different hospitality venues in the first three months of full re-opening in … Read More

Return to “outdoor only” hospitality

March 9, 2021

A third will return to “outside only” hospitality 1-in-3 UK adults say they will return to hospitality when it re-opens with outdoor seating and service only, according to a snap poll by KAM Media. The research found that Generation Z and younger Millennials are the least likely to be put off by the prospect of … Read More

The Power of the Pub

March 2, 2021

Before this dreaded pandemic hit, 15 million adults visited at least one of the (then) 47,600 British pubs each week. They may well have visited multiple pubs on multiple occasions that week. But visit, they did. The British pub is a unique institution. Going to the pub has long been one of the most popular … Read More

Opting out of Mother’s Day

February 25, 2021

Consumers want the option to ‘opt out’ this Mother’s Day Nearly 1-in-5 consumers would like the option to ‘opt out’ of Mother’s Day communications from operators and brands, according to our latest consumer poll. We’ve teamed up with Toggle to understand consumer intentions for Mother’s Day 2021. The research showed that despite 71% of UK adults … Read More

Licensees have their say

February 24, 2021

Pub companies get a thumbs up from licensees Licensees across 19 leading pub companies and family brewers have given a thumbs up to the support they have received from their pub companies during the Covid-19 crisis. KAM Media has recently spoken to over 1,330 licensees as part of ‘The Licensee Index’, an annual operator benchmarking … Read More

What’s next for alcohol-free spirits?

February 9, 2021

In celebration of the launch of KAM’s new low and no research report, we’ve spoken to a number of industry experts to gain different perspectives on the Low and No opportunity. In this blog, Laura Stephen, Brand Director at Pernod Ricard UK, shares her thoughts on why Low and No is growing, and why Pernod Ricard … Read More

Hospitality at home

February 8, 2021

Home delivery and ‘hospitality at home’ have been growing significantly over the last 10 months. KAM Media MD, Katy Moses, gives her thoughts on the benefits of getting your hospitality brand into people’s home. Hospitality at home “One of the bonuses of lockdown #27 or whatever we’re on now, is that I decided to treat … Read More

The growth of Low and No beer

February 1, 2021

In celebration of the launch of KAM’s new low and no research report, we’ve spoken to a number of industry experts to gain different perspectives on the Low and No opportunity. In this blog Jez Manterfield, Senior Category Manager, Asahi UK Ltd, shares his thoughts on why Low and No is growing, and why Asahi … Read More

The continued growth of low and no

January 21, 2021

The low and no category has hit the mainstream with consumer awareness of low & no increasing significantly over the last 12 months. Our brand new research, carried out in partnership with Peroni Libera 0.0%, highlights the continued growth of low and no. It found that nearly 1-in-2 consumers have now tried a low or … Read More

The next phase in food delivery

January 21, 2021

Food delivery is fast moving into its next phase. Only 7% of UK consumers were using delivery apps on a weekly basis before this crisis – that figure was around 24% after the first lockdown. Delivery is now providing hospitality with a much-needed source of income. Consumers have been forgiving of the kinks in new … Read More

Consumers make an effort for Valentine’s Day 2021

January 13, 2021

1-in-5 consumers intend to make a bigger effort than normal this Valentine’s Day 2021, especially Generation Z and younger Millennials, according to a new consumer poll. We’ve has teamed up with Toggle to understand consumer intentions for Valentine’s Day 2021. DOWNLOAD FULL INFOGRAPHIC HERE. Yesterday’s consumer poll (13th Jan 2021) found that despite most people … Read More

2.7m give up on Dry January

January 6, 2021

Nearly 1-in-4 of those who attempted Dry January 2021 have already given in to temptation. A snap poll carried out yesterday (5/1/21) by KAM Media found that it’s only 5 days into the new year and around 2.7 million people have already given up and consumed alcohol. 30% of UK adults intended to take part … Read More

What’s next for hospitality?

December 14, 2020

What’s next for hospitality? At the end of a long and devastating year for hospitality in the UK, Katy Moses, MD of KAM Media, looks at what 2021 could possibly hold for the industry- asking “what’s next for hospitality?” (If you don’t get her weekly blogs you can sign up here.) “As we near the … Read More

Generation Z want to get out!

December 13, 2020

Generation Z and hospitality There’s one customer group who have held strong for hospitality throughout the pandemic- almost unshakeable in their support for the industry and their desire to socialise and consume in an environment outside of their own homes. And I’m not talking about the KAM team… Let’s hear it for Generation Z. (To be … Read More

New Year’s Eve 2020 in hospitality

December 10, 2020

Consumers expectations for New Year’s Eve 2020 Take a look below at our latest research showing what consumers would consider purchasing this New Years Eve. We looked at how the status of their local restaurants and pubs is likely to impact their behaviour during New Year’s Eve 2020 in hospitality. You can download the full … Read More

Next step in convenience store home delivery

December 2, 2020

**Guest Blog** – Taking Convenience store home delivery to a new level We’re delighted to have David Rees, convenience industry commentator and former editor of Convenience Store magazine for over 15 years, write a guest blog on what he sees as one of the biggest opportunities to come out of 2020. Often referred to as … Read More

Low and No in Convenience stores

December 2, 2020

Is Low and No really an opportunity in Convenience? In a year where you might assume many will turn to alcohol, the low and no category continues to grow exponentially. Sales of low- and no-alcohol drinks are up 30% year-on-year in the off-trade. According to Nielsen, the category as a whole is now worth £188m … Read More

Christmas 2020 in hospitality

November 13, 2020

Consumers expectations for Christmas 2020 Take a look at our latest research showing what consumers would consider purchasing this Christmas. We looked at how the status of their local restaurants and pubs is likely to impact their behaviour during Christmas 2020 in hospitality? You can download the full infographic here. Or read more about our … Read More

Re-opening hospitality – again

November 11, 2020

Well, who would’ve thought that “Christmas” would become only the THIRD most contentious ‘C-word’ in 2020? But here we are, preparing for re-opening hospitality, again. Here’s the bad news… For the last 18 months of weekly tracking by YouGov, Britain’s mood has primarily been “apathetic”. This all changed in March, when “fear” took over. Last … Read More

Changing beer drinking habits

November 11, 2020

Lockdown is changing the longer-term habits of beer enthusiasts New research shows that beer enthusiasts are more open to trying new and different beers than ever. 91% having tried a beer that they’d never consumed before in the last two months alone. Beer drinking habits are changing. Feedback from 800+ craft & modern beer consumers … Read More

Hospitality customers accept ‘new normal’

November 9, 2020

Lockdown hits just as customers accept hospitality’s ‘new normal’ The latest Customer Sentiment Tracker from Feed It Back and KAM Media found that lockdown is hitting us just as things seemed to be heading towards a “normal” level with regards to hospitality customer sentiment. Based on feedback from 89,825 customers via the Feed It Back … Read More

Diversification in pubs

October 29, 2020

Whether in tier 1, 2 or 3, the immediate future remains uncertain for England’s pubs. New restrictions, including the 10pm curfew and bans on households mixing indoors, provide yet further challenges for pubs. They also exacerbate the traditional challenges that pubs face and have faced for many years; how to drive more (and new) footfall … Read More

Technology in hospitality

October 22, 2020

I have a total of 8 different hospitality apps on my phone. All downloaded and used to varying degrees over the last few months. It therefore came as no great surprise when KAM’s most recent research revealed that more than 1-in-2 customers are now getting a little peeved at having to download a new app … Read More

Technology-led hospitality experience

October 13, 2020

Consumer demand grows for a technology-led hospitality experience Our latest research exposes an accelerated customer demand for a technology-led hospitality experience, with the expectation of a pay-at-table app growing. This comes as Government restrictions introduce mandatory table service for much of hospitality. The research, which forms part of a free white paper, investigates what customers … Read More

Introducing pub desks

October 12, 2020

10am could be the new 10pm in hospitality, with pub desks It won’t have escaped anyone’s attention that the new 10pm curfew has come as another huge blow for the hospitality industry. The government keep commenting of the loss of “an hour” of opening times, but for many operators it’s a lot more than that. … Read More

10pm hospitality curfew

September 23, 2020

UK public are not convinced hospitality curfew will make a difference A snap poll carried out by KAM Media identified that a significant proportion of the English public remain unconvinced that the new 10pm hospitality curfew will deliver on its promise to help curb the spread of Covid-19. 47% think the new 10pm curfew will … Read More

Predictions for Convenience

September 10, 2020

Predictions for UK Convenience Predictions of future behaviours or future economic growth and development can be a fool’s game. Many an hour spent in economics lectures at University would testify to that. You can model previous trends and calculate the most likely outcomes, but one thing always seems to get in the way – life. … Read More

Hospitality industry NPS

September 8, 2020

NPS bounces back after EOTHO The hospitality industry NPS (net promoter score) has bounced back to record levels following the end of the ‘Eat Out To Help Out’ scheme. This is according to this week’s Customer Sentiment Tracker from Feed It Back and KAM Media. For the first time since re-opening the industry’s NPS score … Read More

Getting back to the office

August 18, 2020

It’s been almost 5 months since the UK lockdown was announced. Since then many retail and hospitality businesses have closed and re-opened and staff have returned to their place of work. For many office-based employees their return to work remains in limbo as they continue to work from home. According to recent data from ONS, … Read More

Customer satisfaction in hospitality

August 3, 2020

Customer satisfaction in hospitality remains strong with a consistent 95% feeling confident enough to return. But the growing customer base are still looking for improvements, according to this week’s Customer Sentiment Tracker from Feed It Back and KAM Media. Net promoter score remains strong According to 7,395 customers who visited a hospitality venue in last … Read More

Masks in hospitality

July 27, 2020

Masks are rising on customers’ agenda Overall customer confidence in health and hygiene remains strong within hospitality, with little change since re-opening weekend- 95% of those who visited a hospitality venue this week feel confident enough to return. Despite this, the Customer Sentiment Tracker from Feed It Back and KAM Media found that the use … Read More

The new ‘Big Night In’

July 21, 2020

The ‘Big Night In’ reimagined The lockdown may have been designed to keep us apart but in many respects, it has bought us closer together. Nights out down the pub were replaced with nights in, in front of a screen. Catch-ups, quizzes, birthday parties, dates and even weddings have been taking place online as Britain’s … Read More

New breed of beer enthusiasts

July 21, 2020

A new breed of beer enthusiast emerges from lockdown Three months spent in lockdown has significantly shifted the way many are consuming beer, according to our new survey of 2,364 beer enthusiasts in collaboration with Brew//LDN. The research was supported by BrewTapp, Kegstar and Fleet St Communications. During lockdown, respondents have been drinking beer more … Read More

2020 hospitality consumer trends

July 21, 2020

As we know all too well, many industries have suffered during this pandemic, but the effect on the UK hospitality industry has been heart breaking to watch. KAM carried out research back in April and found that 66% of operators did not think they could survive if lockdown measures continued for a further three months. … Read More

NPS in hospitality

July 21, 2020

Hospitality NPS (net promoter scores) are soaring NPS in hospitality is soaring according to this week’s Customer Sentiment Tracker from Feed It Back and KAM Media. Following feedback from those who visited hospitality venues this weekend, the overall industry net promoter score sits at 63. This is well above pre-lockdown levels (58). The rise in … Read More

Customer sentiment in hospitality

July 14, 2020

New customer sentiment tracker starts strong We’re delighted to have joined forces with guest feedback platform, Feed it Back to offer hospitality operators easy access to customer sentiment KPI’s in these critical first few week and months of re-opening. The tracker uses data captured via the Feed it back platform including an overall NPS for hospitality … Read More

Hospitality re-opens

July 7, 2020

Hospitality re-opens to mixed feelings “Super Saturday” has now been and gone. The hospitality industry is reflecting on how the “big re-opening” has played out. An impressive 28% of UK adults visited a pub or restaurant over re-opening weekend. A further 17% plan to visit in the next week, according to new research from KAM. … Read More

Return of the pub

June 11, 2020

Return of the Pub – What to expect when pubs re-open. KAM’s brand-new research study – Return of the Pub – is designed to understand the future behaviours and attitudes of UK pub customers when pubs re-open. Feedback from 1,000+ pub customers has revealed that many can’t wait to get back to the pub when … Read More

Retaining new customers

May 18, 2020

No1 priority for convenience retail: retaining new customers There is no shortage of predictions, advice, insights about what the ‘new normal’ or ‘life post lockdown’ might look like. At KAM we’ve had some absolutely fascinating interviews with a range of convenience experts over the last few weeks, as part of the Convenience Talks series. Many … Read More

Distancing in restaurants

May 15, 2020

Inspiring solutions for social distancing in restaurants – it IS possible! The very idea of ‘social distancing’ people in restaurants seems to go against everything that they are about. Operators have worked hard to increase the number of customer interactions that they have with their guests, and now, in order to protect them and their … Read More

The new normal for retail

May 4, 2020

What is the ‘new normal’ for food and grocery retail? Last week, Foreign Secretary Dominic Raab stated that the UK must find a ‘new normal’ to ease lockdown. Ultimately meaning that social distancing will remain for some time following on from any loosening of the current restrictions. We’re all aware how much the world has … Read More

Convenience post lockdown

May 4, 2020

Massive price war predicted for convenience retail post-lockdown Convenience retail consultant, Scott Annan, founder of the Independent Retailer Owners Forum, has made several eye-opening predictions, in an interview with KAM Media. The interview is part of Consumer Talks, a series of 10 minute interviews with convenience industry thought-leaders focusing on how to survive and thrive … Read More

Hospitality in lockdown

April 22, 2020

Two-thirds of hospitality businesses say they will not survive another three months of lockdown KAM has found that two thirds of hospitality companies believe they will not survive a prolonged lockdown without further far-reaching support from government. The vast majority believe a significant break or ‘holiday’ from rent obligations is required. The study involved 211 … Read More

Pubs support communities

April 8, 2020

Pubs continue to support their communities during lockdown As the nation’s pub lockdown ends its second week, pubs across the country continue to step up to help their local communities. Many of them have turned their businesses into village stores, offering vital supplies for collection or delivery, while others are providing hot meals to people … Read More

The post-corona consumer

April 7, 2020

“When all this is over”, an overused phrase if ever there was one, what can we expect from the post-corona consumer? At first we’re likely to experience a period of unleashed consumption which has been suppressed for months in isolation and lockdown. When consumer spending returns to normal, it’s unlikely that behaviour will revert back … Read More

Pubs rise to the challenge

March 30, 2020

UK Pubs are rising to the challenge of corona Well another week (yes, it’s only been a week, sorry) has passed by and our current situation is still ever-changing. Pubs, bars and restaurants may be closed, but they’re still managing to be at the centre of the communities that they have served so brilliantly right … Read More

Hospitality and retail blogs

Opinion and insight on the latest trends, news and innovations within hospitality and grocery retail.

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