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

15 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.”

15 comments (Comments are now closed)

i had to ask

How come members of staff at Benjamin Satchwells in Leamington spa,seem to forget to use good manners when serving customers.having a bit of curtsey wouldn't go amiss.Also how come that pub is taking table and chairs from the Jug & Jestter in Leamington
spa .
I give The Jug & Jester 5*****

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Posted by Mrs Turnbull
24 November 2016 | 16h442016-11-24T16:44:18Z

Turkey pie

I was very disappointed with your new Turkey pie as one of your Christmas choices.The Turkey pie was tasteless and full of stodge. Please bring back the Turkey roast meal you provided last year - it's much better. Please return your roast dinners- we miss them very much. Another idea, add pizza to your menu, especially vegetarian pizza. November 2016

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Posted by Elizabeth Skipp
19 November 2016 | 14h152016-11-19T14:15:55Z

The Muckle Cross, Elgin

Thought it was impossible to continue complaining about this establishment, however, this afternoons visit simply added to list. Hoped new managers would, by now, have got a grip. Unfortunately more real ale pumps off/broken than working. Floor and tables disgusting, ladies toilets need work. The disabled toilet door constantly swings open into bar/food area (needs a soft close system) leaving eating customers to all horrors within. Didn't dare eat here as outer image is of uncleanness. Held onto underside of table at one point and practically stuck to it. The regular staff are charming, hardworking. Failings appear to be in the hygiene side,training and lack of ability for repairs to get done promptly to failing equipment.

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Posted by Lesley Morrison
05 October 2016 | 19h002016-10-05T19:00:58Z

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