Charles Wells given thumbs up from licensees

Support for Charles Wells tenants and lessees is getting better, according to results from a survey of the pub company's licensees.

More than 100 people responded to the survey with 74 per cent saying they were satisfied or very satisfied with the support they receive from their Retail Development Manager (RDM).

The figure shows an improvement from 2006 when only 60 per cent gave the same response.

Since then the Bedford-based company, which has around 250 pubs, has replaced the traditional BDM role with RDMs.

Sales and marketing director Peter Wells said: "Over the last three years we've listened to what our customers have told us and restructured our business to meet their needs.

"It's highlighted just how important the RDM role is and we've worked hard to ensure that we have the best team in the industry.

"This has involved some difficult decisions, particularly affecting our operations team and the support services we offer."

The RDM's have received training in areas such as the interpretation of profit and loss accounts, the rent appraisal process and customer service.

Three have been shortlisted in the ALMR Operations Manager of the Year Awards in the last two years and three have passed the BII diploma in licensed hospitality.

Licensees also indicated high satisfaction levels with the company's technical services department (91 per cent) and the customer helpdesk (70 per cent).

They are also positive about their trading capabilities with 91 per cent believing their pub is capable of increasing sales.

The customer service survey was carried out independently for Charles Wells Pub Company by Clarity in Marketing.