case study

Face-to-Face - In Venue

The Challenge
With the introduction of a number of newly refurbished pubs it was necessary to explore and understand the impact of the changes and the implementation of the new brand along all the guest touch points.

The Solution
Face-to-face interviewing was undertaken in selected pubs, a sample of those recently refurbished and also a comparable sample of control pubs to be able to compare the impact.
We interviewed circa 350 customers at the venues to get their immediate feedback on their experience. Interviews were conducted on iPads to facilitate adaptations to the questionnaire to be made easily and quickly to ensure the script was relevant to each individual venue – e.g. when naming other pubs in the vicinity.

The Outcome
We provided valuable feedback on the impact of the refurbishments which assisted the decision making process and refurbishment roll-out going forward.

Please click here to see a demonstration of a typical tablet survey.