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JD Wetherspoon to roll out new customer feedback programme across pub estate

12 commentsBy John Harrington , 07-Mar-2013
Last updated on 07-Mar-2013 at 09:46 GMT2013-03-07T09:46:50Z

JD Wetherspoon to roll out new customer feedback programme across pub estate

JD Wetherspoon is to roll out its first full customer feedback programme across its pub estate.

The managed operator has signed up customer insight agency SMG for the My Pub Feedback programme.

Under the scheme, customers complete an online feedback form using a login code on their receipt. On completion pub-goers will be able to claim a free hot drink with every £5 spent.

The aim is to collect thousands of responses from customers across the country. Wetherspoon’s will receive real-time insights and be able to react accordingly.

My Pub Feedback will run alongside Wetherspoon’s internal pub review programme CQSMA (cleanliness, quality, service, maintenance and atmosphere).

Nick Britten, customer services manager at JD Wetherspoon, said: “My Pub Feedback’s continuous capturing of customer insight will
complement our internal CQSMA programme, so JD 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.”

Jeremy Michael, managing director of SMG, said: “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.”

12 comments (Comments are now closed)

New Menu

Such a dissapointment - unless you want burgers and boring pub food - who wants steak and eggs on a Sunday all day! Today Samuel Peto unable to do grills. Had a drink and went elsewhere to eat.

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Posted by E Johnson
18 September 2016 | 16h482016-09-18T16:48:17Z

Poor food

Had a breakfast this morning with wife , had to leave most of it , the bacon was more fat than bacon , the eggs cremated as was square sausage , this was in glenrothes fife , really poor meal for price

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Posted by Andrew fraser
26 August 2016 | 17h242016-08-26T17:24:47Z


To whom it may concern,

This evening I was served by Lilly at my local (Leatherhead) Wetherspoons.
Her service was above and beyond any customer service I have ever experienced.
She was understanding, courteous, and assisted in a positive, friendly manner.
I am very grateful for her asssistance.
I hope she is highly regarded by your company as she is by the local public.

Kind regards,
Trent Bayliss.

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Posted by Trent Bayliss
11 August 2016 | 22h082016-08-11T22:08:22Z

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