Wetherspoon extends contract with Retail Eyes

Managed pub operator JD Wetherspoon has renewed its contract with customer service improvement firm Retail Eyes for a further two years.

Retail Eyes has completed over 60,000 visits to Wetherspoons pubs — at least two per month to every site - since it began working with the company in May 2007.

Wetherspoons has been using Retail Eyes' web-based system "re:view", which lets the managed operator review customer satisfaction results through a live online analysis report.

A bespoke mystery shopper programme has also been used, and Retail Eyes has been working with JDW staff to improve areas such as point-of-sale displays and stock availability.

Su Cacioppo, JD Wetherspoon personnel and legal director, said: "We have been delighted with the work that Retail Eyes has done for us over the last four years. As our focus has shifted to increasing food sales Retail Eyes has worked with JDW to improve our standards, in particular, front of house cleanliness and satisfaction check backs.

"The satisfaction check back in particular is an important part of the customer experience, and through the CQSMA programme we have seen a 10% increase in this area."

Retail Eyes chief executive Tim Ogle said: "Over the last four years, we have continually evolved the CQSMA customer experience programme and challenged staff to deliver higher standards of service and we are delighted to be extending our work with the team at JD Wetherspoon."