Top marks for three pubs

The team at the White Horse with licensee Hendrik Dutson-Steinfeld (far left)

Three Brakspear pubs have achieved a perfect score in the latest round of mystery customer visits.  Congratulations to the Blackwood Arms at Littlewood Common near Slough, White Horse in Kings Sutton near Banbury and the Tilbury in Datchworth, Hertfordshire.

Both the Blackwood Arms and White Horse have scored 100% in a previous round of mystery visits, making their achievement doubly impressive: in the eight years of the mystery customer scheme at Brakspear, only 18 pubs have achieved full marks.  The mystery visit covers all aspects of a customer’s experience of the pub, from the greeting as they walk through the door to the farewell at the end – so to achieve top marks throughout is a real achievement that reflects the pub’s focus on customer service and attention to detail.


Celebrating success at the Blackwood Arms (l-r): Cathy, tenants Vanessa & Sean, Chelsea and Matt

Tom Davies, chief executive of Brakspear, said: “Many congratulations to Sean & Vanessa at the Blackwood Arms, Hendrik & Julie at the White Horse and James & Tom at the Tilbury.  They and their teams will have worked hard to achieve this excellent score.

“We’ve been running our mystery customer scheme for eight years with specialists the Silent Customer, so we can see clear patterns of what’s important to customers.  Whether they’re in a gastropub or a community pub, the biggest factor in whether they enjoy their visit is the customer service and as this score shows, the teams at all three pubs are getting this spot on.”

Janet Wood, founder of The Silent Customer, who carry out the mystery visits in Brakspear pubs, said, “Scoring 100% in our mystery visits is far from easy, as indicated by the very few who have done so over the years. We make high demands on the licensees when we visit their pub, so to achieve full marks across everything from the staff greeting to the quality of the food and drink and the marketing, is a great achievement and the teams at all three pubs should feel very proud.”

The Tilbury’s licensee Tom Bainbridge with restaurant manager Ashima (left) and chef team member Katie (right)

For more information on the Blackwood Arms:

For more information on the White Horse:

For more information on the Tilbury: