Star Pubs is replacing mystery visits with its Reputation management app across its leased and tenanted estate after using the technology across its Just Add Talent pubs for two years.
The tool is being provided free to leased and tenanted operators and brings reviews from Google, Facebook and TripAdvisor into one place, allowing publicans to monitor and respond to customer feedback in real time.
It also benchmarks a pub’s social media presence against the industry, highlights areas of concern and provides guidance on improving online marketing and customer service. Suggested AI-generated responses are available for publicans to adapt.
Star says reviews of its Just Add Talent pubs have improved significantly since they adopted the app two years ago. Its analysis found pubs in the top reputation quartile generated, on average, 24% more revenue than those in the lowest quartile.
Head of Retail, Cathy Olver, says: “In an increasingly digital world, having a superb online presence isn’t a nice-to-have, it’s essential. Good service should be reflected online, with consistency across the board and an ability to be fleet of foot when dealing with reviews. As a result of feedback from our JAT operators and Business Development Managers, who’ve seen the impact of the Reputation app on pubs’ reviews and bottom lines, we’re giving it to our L&T operators earlier than planned so that they can take advantage of it over the festive season.”
Reputation is the latest addition to Star’s social media licensee support package, which also includes The Social Collective, its social media training platform.
Nick Kharbanda, Star Pubs Business Development Manager, says: “The analysis of online data across platforms is invaluable. It flags up what in-pub and online service looks like at any given time; what is great and what needs attention. It’s a marked step up from mystery shopping. As well as offering greater insight, it also saves licensees time, as reviews can be accessed and responded to in one place and remotely.”
