Pubcos see improvement in tenant satisfaction levels over the past year

The Tenant Track 2013 programme from him! Research & Consulting (conducted in January) surveyed the opinions of 1,280 tenants from 11 pub companies.

Some 21% of tenants surveyed said the relationship with their pubco had improved, while 13% said it had worsened. The survey showed a net improvement in relations at eight of the 11 pubcos represented, a worsening in relations at two and no change at one.

Among the eight pub companies represented in both the 2013 and 2012 Tenant Track survey, five achieved improvements in their tenants’ recommendation scores.

Five out of eight received higher average scores on the clarity of their tenancy contracts (overall score 6.6 out of 10) and six received higher scores on contract fairness (overall score 6.1). Across the whole survey sample, 79% of those who had read their pubco’s code of practice thought it was fair (compared to 77% in 2012).

Business development managers were given slightly higher scores by tenants on both the appropriateness of the frequency of their visits (69% vs 68%) and their usefulness (79% vs 75%).

Tenant ratings of pubco help desk and credit control support were also up (at 7.0 and 7.1 out of 10 respectively). Areas in which tenant ratings fell included: training (6.1), food advice (5.5), sales growth advice (5.8) and repairs (5.7). The biggest area of improvement reported by tenants was in their pubcos’ websites, rated at 6.0 out of 10, compared to 5.5 in 2012.

Head of sales at him! Katy Moses said: “The results of this year’s Tenant Track survey are encouraging. In an environment where tenancy agreements are being scrutinised in depth and are a focus in both trade and national media, I am pleased to see that the majority of lessees are reporting an increase in overall satisfaction with their Pub Co’s. I have spent a lot of time with the participating Pub Companies over the past year and I am pleased to see that, by and large, the changes that they are making are having a positive effect.

"Some stand out results for me include the fact that pub companies are embracing technology and lessees have rewarded them for these changes with increased ratings for their pub co website- but also that the clarity and fairness of contractual agreements has been given improved ratings- a good step in the right direction!”

For more about Tenant Track contact Katy Moses: katy.moses@him.uk.com.