Standards rise at Brakspear pub group

11th January 2011, 9:34am

The Brakspear pub group has achieved a massive 4.3% uplift in the average customer service score across its 145 pubs.

As measured through its new mystery customer scheme which was introduced in May last year, all pubs have been visited twice.

A gap of at least three months between visits allowed tenants to study their report from the first visit, identify areas needing improvement with their business development manager and implement changes before the second round.

Brakspear chief executive Tom Davies said: "Through the scheme, we are able to provide all our tenants with regular, objective reports based on the customer's view of their pub. It's an extremely powerful business tool and tenants who have used it to its full potential – by using it as a basis for staff training, for example – have seen very impressive uplifts in their scores."

The mystery customers score the pubs on everything from the tidiness of the car park and the greeting from staff to product knowledge, food quality and speed of service.

Davies added: "It was good to see significant increases in scores across all styles of pub in the areas that really matter to customers – friendly staff, a great pint of beer and clean premises. The reports have been valuable in highlighting where pubs were falling short, and the vast majority have responded by putting systems in place to ensure they get these basics right for event customer."

Brakspear is rewarding pubs for their performance in the mystery customer visits with its new Brakspear Hospitality Awards. The most consistent achievers and most improved pubs will be presented with their award and a £1,000 cash prize later this year.

Related Articles:

• 26 Jan 2012 - New appointment at Brakspear pub group
• 16 Jun 2011 - Pub group Brakspear launches fourth Henley Ale Trail
• 14 Apr 2011 - Brakspear completes £250,000 redevelopment of Henley pub
• 07 Apr 2011 - Six Brakspear pubs awarded £2,000 to invest in businesses
• 08 Feb 2011 - Pub operator Brakspear reports 12% sales increase
• 07 Jul 2010 - Brakspear pub group's Henley Ale Trail returns
• 02 Feb 2010 - Brakespear pub group extends its beer list

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