Punch starts mystery shopper programme

The programme is due to begin at the end of this month when the first pubs will receive two mystery visits over a 12-week period.

Pubs will be graded on major areas of the business, including external appearance, first impressions, promotions, marketing, food and drink experience, staff interaction and overall facilities.

Licensees will be presented with a report on the findings by their partnership development manager (PDM), so they can work together to create an action plan.

The scheme has been trialled at 200 pubs in the south-east and will be carried out by Market Force.

“By conducting the programme in association with Market Force, it adds credibility, as it is offering impartial, third-party feedback from a customer point of view,” said Paul Pavli, operations director at Punch.

“It is another tool for our PDMs to use to help our licensees improve their operation and overall retail offer.

“It will highlight areas for improvement and things the pub does well, so our partners can continue to grow their business successfully.”