safefood works with restaurants to improve poor hygiene standards
27th October 2008: safefood is launching a public awareness campaign designed to encourage consumers to speak out if they are not satisfied with hygiene standards when eating out. The campaign also provides restaurants with guidance on how to deal with issues raised by consumers.
Speaking earlier today, Mr. Martin Higgins, Chief Executive, safefood, said “Consumers are reluctant to speak out for a variety of reasons – our research reveals that a lack of confidence, concerns about how staff will react, and whether speaking out will even improve the situation are all real issues for consumers. We would encourage consumers not just to think it, but to say it, as good businesses will welcome feedback from their customers and respond appropriately.”
safefood research has revealed that 53% of consumers feel reluctant to speak out if they are unhappy about poor hygiene standards². 62% of consumers will not return to the food establishment if they experience poor food hygiene standards, and will most certainly tell others of their bad experience3. Mr Higgins continued, “With four out of five adults eating out in restaurants4, consumers can play a significant role in helping to raise and maintain hygiene standards by speaking out. By knowing when customers have concerns about hygiene, restaurants can improve their business and if the issue is handled well customers will not only be likely to come back, but will also tell others of their good experience.”
Mr Higgins continued, “There are concerns over the sustained level of Enforcement Orders* issued to the catering trade with last month having the highest number of closure orders served since February 20075. The entire catering industry has a responsibility to meet the highest possible food safety and hygiene standards and consumers can play a part in raising and maintaining these standards by speaking out if they are not satisfied with what they see, or experience. By working together with restaurants and the wider catering industry, we can ensure those high standards continue to be met”.
The “Speak Out” campaign also provides restaurants with an information pack and promotional materials containing guidance, advice and information on how to deal effectively with issues raised by customers, how to respond and how to make an appropriate redress to them. Developed by safefood in collaboration with Excellence Ireland Quality Association (EIQA), the pack includes a staff booklet, poster, stickers and brochure.
Endorsed by the National Consumer Agency and the Consumer Council for Northern Ireland, the “Speak Out” campaign will launch today, Monday 27th October, and coincides with a two week radio advertising campaign across the island of Ireland.
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For further information please contact: Kate Slattery / Niamh Burdett or Dermot Moriarty WHPR safefood Tel: 01 6690030 Tel: 01 4480600 086 387 3803 (Kate) / 086 608 6764 (Niamh)
Editor’s Notes:
* Enforcement Orders are served by the Food Safety Authority of Ireland (FSAI) and consist of Improvement, Prohibition and Closure Orders. For further information, visit www.fsai.ie/enforcement
A total of 7 closure orders were served on food premises in September 2008, these being served only when there was likely to be a grave and immediate danger to public health at/or in the food premises
References:
1 safefood Speak Out Focus Groups, IMS Millward Brown, September 2008 ;
2,3 Safetrak Consumer Research, Amárach Consulting 2007
4 Aramark/Campbell Catering Survey, 2007
5 Food Safety Authority of Ireland (FSAI) Closure Orders, September 2008