Case study
Roxy Leisure
COMPETITOR BENCHMARKING TO DRIVE SUCCESS
The Challenge
Roxy Leisure, a leading operator in the competitive socialising space, wanted to understand how their brand was perceived in a rapidly expanding and increasingly competitive market. With ambitious plans for growth, the team needed more than just internal performance data—they needed external benchmarks to:
• Assess brand awareness and perception among target audiences
• Understand key emotional and rational drivers behind customer choice
• Benchmark customer satisfaction and Net Promoter Score (NPS) against other key players in the sector
• Identify areas of strength and opportunity to inform marketing, guest experience, and site strategy
In short, Roxy Leisure wanted clear, data-driven answers to a critical question:
How does our brand really stack up—and where can we grow?
Our Approach
We developed the Competitive Socialising Index to give Roxy Leisure a comprehensive view of their brand performance within the sector, benchmarked against their key competitors. Our tailored approach included:
• Nationally representative brand tracking survey measuring awareness, familiarity, consideration, visit penetration, loyalty, and NPS
• Emotional brand mapping, analysing how customers feel about the Roxy Leisure brand vs competitors
• Competitor benchmarking, placing Roxy’s scores alongside 5+ other key operators in the space
• Detailed insight reporting, highlighting strengths, performance gaps, and growth opportunities
Results were available for each Roxy sub-brand and the full report was presented to the leadership team and relevant stakeholders.
The Outcome
The research helped Roxy Leisure:
• Validate their brand positioning in key regions
• Pinpoint experience drivers that had the greatest impact on loyalty and recommendation
• Refine their marketing and guest experience strategy with clear evidence
• Align internal stakeholders and back up future investment and expansion decisions with robust consumer insight
Being part of KAM’s CSI gave Roxy Leisure more than just data—it gave them clarity, confidence, and a competitive edge.
“The research gave us exactly what we needed—clarity. For the first time, we could see how our brand stacked up not just in isolation, but against the rest of the market. The insights helped us focus our strategy, sharpen our guest experience, and gave us the confidence to back big decisions with real data. The KAM team were brilliant throughout—responsive, knowledgeable, and genuinely invested in helping us grow. This project has been a game-changer for our brand planning.”
Joel Mitchel, Marketing Director, Roxy Leisure
Who we help
Brands
As a brand or supplier in the dynamic world of UK hospitality and food service, staying ahead of trends and consumer preferences is crucial. We offer tailored insights and strategic guidance that enable you to make informed decisions, seize emerging opportunities, and create products that resonate with your target audience.
Operators
In the fast-paced world of hospitality and food service operations, delivering exceptional experiences while optimising efficiency is paramount. KAM provides you with the insights and strategies needed to streamline your operations, enhance guest satisfaction, and achieve sustainable success.
Service Providers
As a tech company, agency, or service provider, your role in the UK hospitality and food service sectors is pivotal. KAM Insight offers comprehensive insights that allow you to develop innovative solutions and strategies that cater to the evolving needs of your clients.