Star Pubs and Bars sees retail standards rise as coffee quality improves

18 June 2015
Star Pubs and Bars sees retail standards rise as coffee quality improves

Pub group Star Pubs & Bars has seen retail standards across its estate rise by 3% in the first half of 2015, with coffee quality surging ahead by 13.4%.

That's according to an independent retail audit conducted for the company in a bid to improve customer service and performance.

The average score across all areas of the customer experience was a record 83.7% with pubs achieving 4.08 out of 5 for their coffee quality.

The results follow Star's restructuring of its BDM call cycle to focus the whole company on raising retail standards in 2015.

Chris Jowsey, Star Pubs & Bars trading director, also credited the company's coffee supply agreement with Kimbo, launched in 2014, with improving Star pubs' coffee offer.

To reward lessees for great standards, Star is giving the top-scoring 10% of its estate a choice of 12 months' free marketing support, such as from website creation, social media support and local ad campaigns, worth £150,000.

Chris Jowsey said: "The results of the retail audit show the push to improve the quality of coffee in the estate and company-wide focus on improving retail standards are proving effective. This is great news for customers, our pubs and for Star, as quality drives sales.

"Traditionally, the leased pub industry has lagged behind managed pubs when it comes to service. Our intention is to challenge that, giving customers a winning combination of excellent retail standards in a unique environment."

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