JD Wetherspoon signs SMG for customer insight
UK — Pub management chain JD Wetherspoon has signed up customer insight agency SMG for its first full customer feedback programme.
The scheme, My Pub Feedback, will ask customers to complete an online feedback form using a login code issued via till receipts.
The agreement will cover 870 Wetherspoon pubs, including its late night offering Lloyds No. 1 Bar.
My Pub Feedback will run alongside the chain’s internal review programme CQSMA – which stands for cleanliness, quality, service, maintenance and atmosphere.
SMG managing director Jeremy Michael 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.”