JD Wetherspoon extends contract with Retail Eyes

Published: 14 March, 2011

JD Wetherspoon has renewed its contract with the customer experience improvement specialist, Retail Eyes for a further two years.

Retail Eyes has completed over 60,000 visits to Wetherspoons pubs at a rate of at least two per month to every site since it began working with the company in May 2007

Its proprietary live web based platform "re:view" allows the JD Wetherspoon team to analyse results in real time, which means that any issues requiring urgent attention can be resolved quickly and efficiently.

Retail Eyes has also been working with staff to improve areas such as point-of-sale displays and stock availability.

Su Cacioppo, JD Wetherspoon personnel & legal director, said: "We have been delighted with the work that Retail Eyes has done for us over the last four years. As our focus has shifted to increasing food sales Retail Eyes has worked with JDW to improve our standards, in particular, front of house cleanliness and satisfaction check backs.

"The satisfaction check back in particular is an important part of the customer experience, and through the CQSMA programme we have seen a 10% increase in this area.

"We also value the account management support received from Retail Eyes in terms of working closely with our operations team to evolve the programme."

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