Greene King pledges to improve food training

Pubco and brewer Greene King has vowed to help its licensees improve its food offer following the first results of a customer survey.

Research conducted over the last three months across 1,218 pubs revealed that customers have given the Suffolk company's pubs an overall rating of 82.2 per cent.

But the marks for providing 'fantastic pub food' were considerably lower at 71.6 per cent.

However pubs performed well in areas such as 'impressing our customers' which scored 93 per cent, and 'providing clean and fresh facilities' (94 per cent).

The other factors customers judged the pubs on in the surveys conducted by Retail Eyes were providing bar service with a smile (82 per cent) and outstanding impression (80 per cent).

Simon Longbottom, managing director of Greene King Pub Partners, the group's tenanted and leased division, said the surveys enable the brewer to work with licensees in improving areas highlighted by customers.

"Research has already shown us that customer spend is directly influenced by the level of service a customer receives and the better the service, the more profit a licensee can make, so we're delighted by the scores," he said.

Longbottom said the survey results showed "what outstanding licensees we have running Greene King pubs. It's also shown we need to provide more help with food support and advice and are about to launch a whole new range of training and food packages to help licensees improve in this area".

The results of the surveys are all discussed with licensees so they can focus on areas of their business to improve.

Longbottom added: "Investing in this service is all about providing feedback to our licensees to help them to get customers to return to their pubs more frequently, spend more money when they are there and recommending the pubs to others."