Stonegate Pub Company, which last month merged with Town and City Pub Company, is introducing a new customer satisfaction programme across the former T&C estate, writes Adam Pescod. The ‘Customers First’ programme, which was was launched on 4 July, has added online customer satisfaction surveys to its current mystery visits. The surveys were initially trialled in selected Slug and Lettuce and Yates’s sites and are entitled ‘Lettuce Know’ (Slug & Lettuce), ‘Rate My Yates’ (Yates) and ‘Love our pub’ for traditional pubs. Customer who visit one of Stonegate’s pubs and bars will receive a feedback card inviting them to participate in the short online feedback survey, before being entered into a monthly prize draw. Christine Crofts, Stonegate’s head of marketing, said: “Maintaining high standards is vital to both our business and our customers. With increasingly fierce competition on the high street, we need our pubs and bars to not only look 100% perfect but also deliver a simply perfect experience 100% of the time. “The recent online customer satisfaction survey trial has enabled us to receive increased feedback from our actual day to day customers. This has really enhanced our mystery visitor programme by capturing peoples’ experiences in and opinions of, our pubs and bars.”