JD Wetherspoon will work with customer insight agency, SMG, to deliver a nationwide customer insight initiative called ‘My Pub Feedback’. The agreement will cover 870 Wetherspoon pubs, including its late night offering Lloyds No. 1 Bar.
Real-time insight from thousands of customers
The My Pub Feedback programme will collect responses from thousands of customers across the UK, providing Wetherspoon with real-time insight into consumer opinion and satisfaction. This will allow Wetherspoon to build a pub experience around the demands of its customer base, helping the company grow and improve its offerings in 2013 and beyond.
Incentivised
Customers complete an online feedback form using a login code on their Wetherspoon receipt. On completion pub-goers will be able to claim a free hot drink with every £5 spent. My Pub Feedback will run alongside Wetherspoon’s internal pub review programme ‘CQSMA’, continuing its core themes of ensuring cleanliness, quality, service, maintenance and atmosphere.
Jeremy Michael, managing director of SMG, comments:
“The adoption of SMG’s personalised programme, My Pub Feedback, highlights JD Wetherspoon’s commitment to continue providing a high level of customer service in its pubs and bars. My Pub Feedback will allow Wetherspoon to better analyse the impact of consumer satisfaction on financial performance and respond even faster to consumer trends and customer demands.”
Nick Britten, customer services manager, JD Wetherspoon, comments:
“My Pub Feedback’s continuous capture of customer insight will complement our internal CQSMA programme, so Wetherspoon can continue enhancing its reputation as a provider of great British pub experiences. My Pub Feedback will help Wetherspoon remain highly competitive in a fast-paced industry and achieve its main aim of providing the British public with a fantastic environment to enjoy world class food and drink.”
About SMG
Service Management Group (SMG) is a forward-thinking research agency conducting store-level, ongoing customer experience measurement and analysis in more than 90,000 locations worldwide. SMG integrates this customer research into actionable business intelligence and service improvement tools for retail, restaurant and service-based companies, linking results to financial performance.
SMG works with several UK brands including Burger King, Superdrug, Republic and now Pets at Home, helping them improve customer loyalty using proven methods for ongoing success.