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Stonegate Expands Customer Experience Programme

Tue 19 July 2011
Stonegate Pub Company, formerly Town and City Pub Company, has expanded its customer experience improvement programme with Retail Eyes to include customer satisfaction surveys.  

Retail Eyes, has been working with Town and City Pub Company for the last four years to improve its customers experience and has carried out over 8,500 mystery visits during this period. In the last 12 months alone, the pub company has seen its customer experience scores increase by 8% and its Net Promoter Score increase 15% as a result of the mystery visits.

At the end of 2010, Retail Eyes developed an enhanced customer experience programme to allow the business to gather more feedback and combine the insights gained from the mystery visits and online customer satisfaction surveys. Following a successful 4 month pilot in a number of Slug & Lettuce and Yates’s locations, the enhanced programme will now be rolled out across to 223 locations from 4th July.

Christine Crofts, Head of Marketing said: "Maintaining high standards is vital to both our business and our customers.  With increasingly fierce competition on the high street, we need our pubs and bars to not only look 100% perfect but also deliver a simply perfect experience 100% of the time.

Over the past four years Retail Eyes has supported us fully in this mission, and the insight the company provides us with enables us to give continued focus throughout the business on our service and standards.

The recent online customer satisfaction survey trial has enabled us to receive increased feedback from our customers.  This has really enhanced our mystery visitor programme by capturing peoples experiences in and opinions of, our pubs and bars and we look forward to rolling this out across the business alongside Retail Eyes."

Tim Ogle, Retail Eyes CEO said: "We are delighted to be expanding our customer experience improvement programme with Stonegate Pub Company. The customer satisfaction survey allows Stonegate to capture large volumes of feedback while the mystery visit programme focuses on the finer detail of the interactions and service experience customers receive.

The combined insights of the programme will help them maintain consistently excellent service and customer experience each and every visit."