FOUR PUBS TRIUMPH IN MYSTERY CUSTOMER SCHEME

April 7, 2017

Four pubs achieved 100% in their most recent mystery customer visits. Congratulations to the teams at the Blackwood Arms, Orwells, Three Tuns and White Horse.

Vanessa & Sean Arnett, Blackwood Arms

For the Blackwood Arms, this latest score is their second 100%, after they achieved the same in 2015 – so a big ‘well done’ to Sean, Ness and the team. The mystery visitors enjoyed a Sunday lunch at the pub that was “cooked to perfection”. They were also impressed by the efficient and prompt service from “warm and welcoming “ staff and added, “the chef even came round to check on everyone’s food, which created a lovely rapport.”

At Orwells, the mystery guests praised the “delicious meals, prepared from quality ingredients by chefs who really understand their trade and their audience”.  They appreciated the friendly and professional service, saying, “we never felt rushed, nor did we ever have to wait too long – a perfect balance.” Little touches were also noted, such as the welcoming phone call from Orwells the day before to check the booking.

l-r: Liam Trotman, Arnaud Delaporte and Ryan Simpson

The guests at the Three Tuns were highly impressed by their experience at the Three Tuns, where they dined. Their comments included: “The standard of cooking in The Three Tuns is exceptional”, “Hannah, and indeed all the staff we saw working that evening were friendly, chatty, professional and efficient”. Overall, they found the pub to be “informal yet special, relaxed and cosy with top quality food and service at a reasonable price.”

General manager at the Three Tuns Hannah Richards with BDM John Beazley

The mystery customers at the White Horse dined in the bar area, where their dog was made to feel welcome as they were. The team members who waited on them showed “excellent levels of food knowledge and attentiveness”, and the food was ‘”out of this world”.  The  complimentary starter of whitebait brought to them by the chef was a “lovely touch”.

Julie Groves & Hendrik Dutson at the White Horse

Tom Davies, said: “We’re delighted that four of our pubs have achieved a 100% score.  Our mystery visits certainly haven’t got any easier – in fact, over the years we’ve added new criteria such as online marketing. So the fact that more of our pubs are getting full marks is indicative of raised standards, which is great to see.

Janet Wood, founder of the Silent Customer, which operates the mystery visits, said, “The reports from these four fantastic pubs show that, while food quality is of course important, it’s the customer service and pub atmosphere that creates a first-rate experience for guests. Anticipating customers’ needs and offering ‘added touches’ cost almost nothing, and are clearly appreciated by guests.”