Mitchells & Butlers, a UK operator of managed pubs and restaurants, has expanded its customer insight programme with Empathica, a customer experience management expert, to include the Sizzling Pub Co. and O’Neill’s, in an effort to gain valuable customer insight that will enable it to continue to develop its customer service offering.
Mitchells & Butlers decided to increase the programme following success across more than 1,000 of its locations including; Harvester, All Bar One and Toby Carvery. This extended project will enable Mitchells & Butlers to gain feedback from ‘real customers’. It will allow them to understand, evolve and improve customer service levels and build customer loyalty, by making improvements in relevant areas of the business.
Gary Topiol, Managing Director, Empathica UK, said, “In these times, retailers need to react more quickly to their customers’ changing demands and the only way to do so is to gain customer feedback and react to their changing expectations. Our initial project with Mitchells & Butlers was a proven success and Mitchells & Butlers has demonstrated its commitment to putting their customers at the heart of what they do by extending into new brands. We will continue to provide valuable customer data, as well as delivering marketing insight to support the group in providing a high level of customer service throughout its restaurant and pub chains.”
