Measuring customer satisfaction
JD Wetherspoon
Business Blueprints were asked by J D Wetherspoon in 1994, when they had just 60 pubs, to manage their measurement programme that was used internally by their management team to measure customer satisfaction and report on Cleanliness, Beer Quality, Standards and Maintenance – their now famous CBSM programme.
We introduced real customers to the programme, conducting three mystery shopping visits per pub per period in addition to the internal visits. This is the largest number of mystery shopping visits conducted by any large high street, retail or leisure chain. We also developed the questionnaire to reflect what was important to their customers by conducting a series of focus groups. As J D Wetherspoon expanded the estate to 650 pubs we continued to measure customer satisfaction; managing in excess of 4000 customer satisfaction surveys per period and distilling and reporting the information to all levels of the organization to enable them to improve and increase sales profitability. The focus that J D Wetherspoon placed on what is important to customers has enabled them to maintain their position as one of the UK’s most successful pub chains.
Business Blueprints have introduced and managed similar customer satisfaction programmes into Regent Inns‘; Jongleurs, Old Orleans and Walkabout chains, 3D Entertainment Group‘s Chicago Rock Café brand and Spur Steak and Grill. We have also managed mystery shopper projects across over 300 high street retailers through our “Looking Glass” programme. Our philosophy is simply “what gets measured gets done.”
For more information about measuring customer satisfaction please call Helen Bailey on 01273 670700 or email Helen.Bailey@businessblueprints.co.uk