UK pub chain J D Wetherspoon increased customer satisfaction with the food quality served in its pubs by 6% as a result of its customer experience programme, ‘My Pub Feedback’, conducted with Service Management Group (SMG).
The programme, undertaken across the entire J D Wetherspoon estate, has led to key service improvements, especially in regards to breakfast preparation, since its launch in March 2013. Customer satisfaction with the temperature of food served in its pubs and bars by 11% and the chain is now is re-evaluating how breakfasts are prepared and delivered to customers.
The programme, undertaken across the entire J D Wetherspoon estate, has led to key service improvements since its launch in March 2013.
Customers are invited to complete an online feedback form using a login code on their J D Wetherspoon receipt, and are then able to claim a free hot drink with every £5 spent.
Since the SMG programme began, J D Wetherspoon has increased customer satisfaction with the temperature of food served in its pubs and bars by 11 per cent and is re-evaluating how breakfasts are prepared and delivered to customers in order to maximise the quality of the food provided.
Insight from the My Pub Feedback programme has also been incorporated when introducing J D Wetherspoon’s latest training course for all staff wishing to progress to kitchen and front of house management. Almost 1000 members of J D Wetherspoon’s staff are expected to undertake the training course as J D Wetherspoon continues to work to provide the best service possible to its customers.
My Pub Feedback is running alongside J D Wetherspoon’s internal pub review programme ‘CQSMA’, continuing its core themes of ensuring cleanliness, quality, service, maintenance and atmosphere. The SMG findings correlate with J D Wetherspoon’s CQSMA, noting that overall customer satisfaction was at its highest on Tuesdays, during J D Wetherspoon’s Steak Club, and the potential for even more improvement’s to be made with the Sunday club offer.
Jeremy Michael, managing director of SMG, comments: “The adoption of SMG’s personalised programme, My Pub Feedback, highlights J D Wetherspoon’s continued commitment to delivering great customer service in its pubs and bars. The programme is continuing to analyse the service provided across the UK and helping J D Wetherspoon react to the varied demands of the customer.”
Nick Britten, customer services manager, J D Wetherspoon, comments: “My Pub Feedback has seamlessly integrated with our internal CQSMA review programme and is helping us continue to deliver our high standards of service in all our pubs and bars across the UK. The programme has led to the adoption of new initiatives which are helping us to continue to provide the public with a world class atmosphere and environment in which to enjoy its food and drink.”
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