JD Wetherspoon sets the bar for customer experience

UK-wide pub chain to implement customer feedback programme across UK outlets linked to online promotion

JD Wetherspoon has announced a partnership with customer insight agency SMG to deliver a nationwide customer insight initiative called ‘My Pub Feedback’. 

The programme will collect responses from thousands of customers across 870 Wetherspoon pubs in the UK, including its late night offering Lloyds No. 1 Bar.

It will provide 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.

Promotional offer encourages feedback

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.

Nick Britten, JD Wetherspoon customer services manager, commented: “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.”