The app’s primary benefit remains customer convenience rather than cost savings.
The comments follow the pubco’s recent clarification that its Order and Pay app is “here to stay”, after speculation it could be scaled back.
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Martin said the app has not reduced staffing requirements since its introduction.
Main benefit
“I don’t think the app is more efficient. We haven’t seen a reduction in employee hours since its introduction. Its main benefit is that customers have the option of table service, if they want it,” he said.
He added that while the app can ease queues at the bar, it does not reduce pressure on teams overall.
“There is a customer benefit in not having to queue at the bar. The pressure remains on the bar to get the drinks served. Staff have to take app sales drinks to the customers, so staff are probably walking quite a lot more, which is actually quite popular, it avoids gym membership,” he said.
Increasing usage
Despite this, Martin confirmed usage of the app has grown significantly since its launch.
“Usage has increased substantially since its first introduction,” he said.
The pubco’s Order and Pay app, first introduced in 2017, allows customers to order food and drink directly to their table and is now available across its UK estate.
Martin also addressed the rise of social media trends such as “Wetherspoons The Game”, where customers share table numbers online and others send drinks remotely.
“There was a surge in the Wetherspoon game at one point but the novelty may have faded,” he said.
He added that the trend has had little impact on overall sales.
“I don’t think the Wetherspoon game moves the dial in terms of overall sales. It’s a bit of fun, but can put extra pressure on staff, for example 20 side orders of garden peas to table 63,” he said.
The comments underline the app’s role as a customer-facing tool rather than a labour-saving measure, even as digital ordering continues to gain traction across the pub sector.
