Customers demand inclusive policies from hospitality

A new survey by UKHospitality and CGA by NIQ for its latest edition of Future Shock shows that almost two-thirds of customers think a venue’s equity, diversity and inclusion (EDI) policy is important.

An overwhelming majority of respondents were clear that they felt EDI policies were important to them (64%) but only a third said they see venues advertise their work on EDI and accessibility. 

Three in 10 people said they would be more likely to visit a venue if it promoted its EDI policies, demonstrating a significant opportunity for hospitality businesses to showcase their work. 

The 13th edition of Future Shock focuses on EDI within hospitality highlights consumer sentiment towards the topic, bringing to life the work happening across the sector, including case studies from Greene King, Molson Coors and Only A Pavement Away. 

UKHospitality chief executive Kate Nicholls comments: "Hospitality has always been a people-first business and has a tradition of being one of the most inclusive sectors in the world. 

"I know day-to-day there remains a huge amount taking place to ensure that remains the case and that we continue to enhance our equity, diversity and inclusion credentials.

"These new statistics show that this work is clearly valued by the public and is actually a significant factor in where they choose to visit. It’s encouraging that customers want to see and understand the work we’re doing and is a clear indication to businesses to bring this work to the forefront of their activities.

"Whether it’s UKHospitality’s EDI committee, the Hospitality Wellbeing and Development Promise, or our guide to recruiting over 50s, there is a huge amount happening in this space for us to shout about. 

"I’m delighted to dedicate this latest edition of Future Shock to EDI and showcase the work the sector is doing to be as equitable, diverse and inclusive as possible."

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