Hook Norton to raise pub service standards with mystery visit scheme

Under the Silent Customer scheme, participating pubs will receive regular visits from mystery customers, who will assess performance against a bespoke set of criteria, including the impression of the pub and the quality of drinks available.

Hook Norton operations manager Bruce Benyon said the mystery customer programme was a key step in improving standards across its pub estate.

He said: “This programme has been designed to suit the specific needs of our estate.

“We are in the process of trialling the scheme in a cross-section of our pubs and plan to roll it out across the full estate as soon as we can present its value to tenants.”

Soft drink company Britvic is providing support to the programme.