Intro slides from Emily C G As C O V I D - 1 9 Methodology and P U - - PowerPoint PPT Presentation

Intro slides from Emily

Methodology and sample…

Results collected between

04.07.20 – 16.08.20

Overall responses:

65,000

• No. of current

venues:

750

C G A’s C O V I D - 1 9 P U L S E S U RV E Y S

Methodology and sample…

2,000

consumers

Consumer survey ran bi-weekly

Results collected: w/c 13th July, 27th July and 10th August

THE MARKET UPON RE-OPENING

Across the total market the majority of pubs have been able to re-open, with bars and restaurants lagging behind

Pubs

68% of sites

• pen

88% of sites

• pen

68% of sites

• pen

5,559

Total sites

34,450

Total sites

16,988

Total sites

Bars Pubs

Restaurants

Total re-openings across all licenced outlets

The positive effect of the Eat Out to Help Out scheme is continuing, with restaurants and pub restaurants both experiencing a positive week seeing like-for- like sales increase vs last year

30%

Total week on week sales growth

Managed restaurants: +7% LFL sales growth vs

same week in 2019

18%

Total week on week sales growth

Managed restaurants: +4% LFL sales growth vs

same week in 2019 Week 1 (w/c 3rd August) Week 2 (w/c 10th August)

• 59%
• 15%
• 51%
• 14%
• 68%
• 21%
• 80%
• 60%
• 40%
• 20%

Coffer Peach Business Tracker – weekly total YoY sales growth vs. last year

Total sales continues to grow relative to last year, but overall performance is still below 2019

The GB on trade is at a point where over half of its customers have now returned, and this figure has increased by +10pp since our last survey two weeks ago

55%

• f GB consumers

(who typically ate out once every 6 months pre-COVID-19)

45%

Two weeks ago

35%

Four weeks ago

The increase in consumers returning to the out-of-home market in England is gradually increasing, with a large latent population still not having returned

Over a half of 35-54 year olds have now returned to the market at least once, a position that younger consumers were in after just 10 days of re-opening

51% 31% 23% 58% 46% 33% 51% 67% 48%

74% 51% 43% 57% 35% 56% 49% 65% 44% 70%

The trade has started to attract varying segments of consumers as it remains open, now attracting segments who were unlikely to visit in the first days of opening

+23pp +36pp +19pp +20pp +22pp +36pp +3pp +29pp +15pp +7pp

2 in 5

(37%) Customers who took the We Hear You survey between 28th July & 16th August were

first time visitors to the sector since re-

• pening

Consumers continue to enter the market for the first time

Over a quarter of the total GB population told us they had already used the Eat Out to Help Out scheme by the 11th of August

27%

Of the GB population had used the Eat Out To Help Out Scheme within the first five days of it being available

(up to Tuesday 11th August)

39%

Of consumers who took advantage of the scheme were first-time visitors to the on premise since it re-opened

The Eat Out To Help Out scheme has also been successful in tempting consumers who had previously not visited the market back out

While 26% of all consumers who are yet to eat or drink out said they would be likely to make use of the scheme before it ends

Daily EPoS food sales data for Monday the 10th, Tuesday 11th and Wednesday 13th of August 2020

Vs equivalent 2019 day (Mon 12th , Tuesday 13th, Wednesday 14th August 2019)

With food sales in particular benefitting from the Eat Out to Help Out scheme

Mon 10th Aug

78%

YOY% change in food

sales

Tues 11th Aug

62%

YOY% change in food

sales

Weds 13th Aug

64%

YOY% change in food

sales

However, EOTHO has also had a positive impact on all drinks sectors, with soft drinks seeing the biggest benefit

• 30%
• 22%
• 4%

• 25%
• 18%
• 11%

• 40%
• 20%
• 7%

• 31%
• 26%
• 14%

• 26%
• 23%
• 5%
• 3%
• 40%
• 31%

Mon/Tue/Wed Sales Performance Pre & Post Introduction of EOTHO (Value RoS vs. LY)

Introduction of EOTHO Scheme

How likely are you to visit a pub, bar, restaurant or other similar venue at the weekend if you already went out at the start of the week using the “Eat Out to Help Out” scheme?

20%

More likely than usual

55%

As likely than usual

For many, the scheme isn’t cannibalising weekend visits to the trade, with 3 in 4 consumers just as likely, or more likely, to make weekend trips

25%

Less likely than usual

Along with driving footfall, the scheme is also building confidence levels amongst those first-time visitors

60%

Of consumers who ate out for the first time since restrictions were lifted, using the EOTHO scheme, said the experience made them feel more confident about going out

39%

Same level of confidence

2%

Less confident

Encouraging many customers to visit new restaurants they wouldn’t usual ally choose se

70%

Of consumers visiting venues Mon – Weds in August, said they visited because of the Eat

Out to Help Out scheme

84%

Of consumers said the Eat Out to Help Out scheme would encourage them to visit a

new restaurant

Nervous usne ness ahead d of visit is declining ng, , with more custom tomers now w relaxed d than uneasy sy befo fore re eating ng and drinki nking out

How nervous did you feel before your visit today?

2% 8% 20% 21% 48%

Third two weeks

Perhap aps as a result t of a m more re confi nfide dent nt consum umer, , we we are starting ting to see more customers visit sit ve venue ues that are new to them

Proportion of visitors visiting the venue “for the first time”

15%

26%

Weeks 3 and 4

52%

Weeks 5 and 6

The majori rity ty of cons nsum umers wo would d revisit based on their experi rience nces, , emphasising the fact that precautions aren’t a deterrent

82%

Of visitors agree their overall experience reassured them enough to venues again

But consumer confidence generally remains fragile, for both those who have visited the market and those who are yet to do so

69% 80% 81% 67% 75% 68%

• f COVID-19 on the health of

• ut

BALANCING SAFETY & EXPERIENCE

The top three drivers to a venue have remained constant over the past six weeks, and with hygiene featuring as the most important, venues can’t become complacent

Current rank position Top considerations when choosing which venue to visit post-lockdown % Rank position in Pulse 2 Rank position in Pulse 1 1st Hygiene/ cleanliness levels

41%

1st 1st

2nd The quality of food available

38%

2nd 2nd

3rd How convenient it is to visit

34%

3rd 3rd

Cons nsum umer r satisfac factio tion n with cleanliness anliness and hygiene ne procedure cedures remains ains high, , with staff f perceived d to be compl plying ng to hygiene ne proto tocol col

97%

Of consumers were satisfied with the level of hygiene/ cleanliness of the venue

83% were highly satisfied

90%

Of consumers were satisfied with how well the team followed hygiene practices 69% were highly satisfied

Howe wever, , as the wee weeks go by consum umer r satisfac factio tion with measure res is on a sligh ght decline ne, , althoug ugh still general rally positi tive, , outlets s need to av avoid getting ng compl plac acent nt in safe fety measure ures

Thinking about your experience today, how satisfied were you with our COVID safety measures?

8% 8% 26% 58%

Third two weeks

3 in 4

Consumers want to feel safe in a hospitality venue, no matter what COVID-19 procedures must be put in place to achieve this

The majority of consumers prioritise safety in hospitality venues over a “normal” experience

1 in 4

want to have a normal hospitality experience without it being ruined by COVID-19 procedures

Ove veral all experiences nces are being compro promised by safe fety measure ures, but the necess ssity of COV OVID ID precau auti tions ns is recogni gnised sed and accepte pted

Do you feel that your overall experience was compromised by accommodating COVID precautionary measures?

60%

34%

6%

No

Yes, but it’s necessary Yes, I’d prefer fewer measures

While top drivers have remained constant since re-opening, consumers are now beginning to re-prioritise atmosphere, while trust and previous visits have dropped

Current rank position Top 8 considerations when choosing which venue to visit post-lockdown % Rank position in Pulse 2 Rank position in Pulse 1

41%

1st 1st

38%

2nd 2nd

34%

3rd 3rd

32%

5th 9th

31%

6th 5th

29%

4th 4th 7th The atmosphere/ experience provided

23%

11th 10th

23%

7th 6th

30%

Of consumers who have been out 5 or more

times since the re-opening, said they now consider

atmosphere when choosing where to visit

And as visits become more frequent, those who have visited the market multiple times are now far more likely to prioritise atmosphere when deciding where to go

Vs only 14%

Of those who have been out once since the re-

• pening,

Thinking generally about your visit(s) to pubs, bars, or restaurants since restrictions were lifted, how did you find your trip(s)?

42%

Better than expected

51%

As expected

7%

Worse than expected Consistently consumer expectations are being met or exceeded when visiting the trade

However, it is difficult to balance experiential elements of visits, given the need for safety and atmosphere is suffering as a result

18% 20% 29%

Ove veral all NPS is droppi pping ng wee week on wee week – return rning ng visito tors are perhap aps lookin king g fo for more re than just safe fety

Based on this experience, how likely are you to recommend {venue} to a friend or relative?

78% 77% 68% 63% 51% 46%

THE NEXT PHASE OF RECOVERY

Consumers’ eating and drinking out habits remained flat over the last few years, but dipped for the first time since 2017 in Feb 2020

% of consumers who eat or drink out weekly

Visits have a long way to go to reach pre-lockdown levels with an average of only 3 trips having been made by those who have been out since trade opening

3.2

Average number of times consumers (who have been out since the re-opening) have made a visit to the out-of-home market since the 4th July

Almost 1 in 4 frequent visitors to the market have experienced employment hardship as a result of COVID-19, which will no doubt impact disposable income

23%

• f consumers who previously ate out at least weekly

are either furloughed, on reduced pay/hours,

• r have been made redundant

The nature of working environment has taken a shift with many now having to work from home who didn’t used to, many of whom were frequent users of the market

58%

Of workers are working from home at least some of the time

Of whom

56%

never used to work from home prior to COVID-19

For workers who are now working from home, a significant amount of visits per week are being lost – especially in city and town centres

80% 82%

62%

Of those who work in a city centre, said they used to eat/drink out near where they worked at least once a week

54% 3+ times a week

Of those who work in a town centre

60% 3+ times a week

Of those who work in

suburban/rural location

45% 3+ times a week CONSUMERS NOW WORKING FROM HOME

However, this could encourage many at-home workers to visit food and drink venues local to where they live more frequently than prior to COVID-19, heightened amongst city centre dwellers

1 in 3

Of those now working from home said they are visiting food

and drink venues local to where they live more frequently than they did pre-lockdown

45%

Of those working from home who live in city centre locations

Understanding the varying needs of consumers residing in the local vicinity will be integral to driving footfall and spend per visit

Top 5 considerations when choosing where to visit since market re-opening

Price +2pp

• 12pp

• 9pp

The atmosphere/ experience provided +4pp

• 2pp

How convenient it is to visit

+18pp

Hygiene/ cleanliness levels

+10pp

+10pp

+8pp

+3pp

Hygiene/ cleanliness levels

+9pp

The quality of food available

+8pp

+8pp

+5pp

+4pp

City /town centre consumers Rural consumers Suburban consumers

CONSUMER MARKET

SALES

• measurement. It is the only provider of full-

• ver 70,000 outlets in GB.

• f licensed outlets, updated daily through

To find out how you can benchmark your sales performance, track consumer sentiment and understand market trends – visit our COVID-19 recovery page

Intro slides from Emily