UK pubs and bars fall short on customer service

Customer service in the UK’s pubs and bars still leaves much to be desired according to the 2009 National Customer Satisfaction survey released this week by Retail Eyes.

The customer service specialist revealed that only 6% of consumers polled rated pubs and bars as delivering the best standards of service across various retail and hospitality sectors in the UK.

The hotel industry won 52% of the consumer vote, with restaurants taking a 23% share. Even supermarkets, which came in at 11%, ranked higher than pubs and bars.

This perception is a particular cause for concern given the external pressures already imposed on the industry by the UK government and wider economy.

It has been easy for the pub industry to blame these issues for its casualties, with the current closure rate at 52 pubs every week. However, this survey suggests that a very real part of the problem could lie internally, with poor service offered at so many of these venues.

UK consumers may be notoriously bad at complaining upfront, but there is little doubt of their ability to vote with their feet if they feel they can have a better drinking experience at home.

“It’s the little things that make the difference”, said Tim Ogle, CEO of Retail Eyes. “Some of the things we found that turn off customers the most about drinking in pubs and bars are tables with empty glasses or dirty plates left out, having to wait long at the bar and bar staff that aren’t interested or engaging.

“What’s worse is that those sectors that are delivering bad customer service could be missing out on potential revenue streams, while establishments delivering excellent customer service are at an advantage – attracting and retaining customers from the competition”.

However, Neil Williams, communications manager at the British Beer & Pub Association, feels the survey results are misleading.

“Most pubs and bars give great service, but with 56,000 outlets, there will inevitably be some variety," he told the drinks business.

"The restaurant experience is more about the service, but  then you do pay a lot more, compared with the great value and hospitality you get in pubs. And with Britain’s pubs selling more meals than Britain’s restaurants, this is something that pubgoers appreciate.” 

Gabriel Savage, 06.10.09