JD Wetherspoon to roll out new customer feedback programme across pub estate

The managed operator has signed up customer insight agency SMG for the My Pub Feedback programme.

Under the scheme, customers complete an online feedback form using a login code on their receipt. On completion pub-goers will be able to claim a free hot drink with every £5 spent.

The aim is to collect thousands of responses from customers across the country. Wetherspoon’s will receive real-time insights and be able to react accordingly.

My Pub Feedback will run alongside Wetherspoon’s internal pub review programme CQSMA (cleanliness, quality, service, maintenance and atmosphere).

Nick Britten, customer services manager at JD Wetherspoon, said: “My Pub Feedback’s continuous capturing of customer insight will
complement our internal CQSMA programme, so JD Wetherspoon can continue enhancing its reputation
as a provider of great British pub experiences.

“My Pub Feedback will help Wetherspoon remain highly competitive in a fast-paced industry and achieve its main aim of providing the British public with a fantastic environment to enjoy world-class food and drink.”

Jeremy Michael, managing director of SMG, said: “My Pub Feedback will allow Wetherspoon to better analyse the impact of consumer satisfaction on financial performance and respond even faster to consumer trends and customer demands.”