Anglian Country Inn (ACI) is a family-owned pub group specialising in premium pub food across 10 sites. It was founded 28 years ago and brought on 125 as its data partner in 2019.
We sat down with Managing Director, James Nye, to discuss how they’ve utilised the 125 dashboard.
“We had a lot of feedback but it came through lots of different channels, so it was really hard to manage and it was inconsistent and we didn’t really know how to measure the feedback. We had sort-of guest service customer dining in place, but it wasn’t giving us the feedback we really needed to make meaningful change.
When we first came across 125 it took a huge amount of weight out of our marketing team because it allowed all that feedback to be aggregated and weighted, and actually gave us purpose, rather than just having this huge sort of scattered approach to feedback.”
Watch the full length interview above.
“When we first came across 125 it took a huge amount of weight out of our marketing team because it allowed all that feedback to be aggregated and weighted.”
James Nye, Managing Director
How 125 boosts staff retention
“Our MPH score is one of our key metrics across the group, so all the key staff including the site’s teams are bonused on that, but what’s really important is that we want the guys on the front line to have some sort of connection with this. So as much as it’s a historical metric for us, we incentivise the team and use the surveys as well, so if any team member gets personally recognised in the five star review, they get an internal reward, so there’s some skin in the game for them to make sure that they’ve given great service. It’s as important for the front line team as it is for the senior team, because that’s how we actually use it to make a difference in the business.
What’s really great for us is that 125 is not just about the customers. We have our staff survey that we send out quarterly, where we get an employee net promoter score and that’s been integral to us building retention and listening to our team, so it’s really good two-way communication because we’re getting feedback about how engaged they are, but also there’s an open question on what can we do to improve, so you’re actually getting feedback from them. We’ve seen a massive improvement in our staff retention.”
Menu insights across numerous sites
“We don’t have one menu across the estate. We’ve got 10 sites so it’s really hard to get accurate feedback. 125 is helping that as you get individual feedback on the specific dishes, so if anything stands out, getting rave reviews, it’s really useful knowledge and then we can spread that across the group. If anything is perhaps not working like we we want it to, again we’ve got that level of insight, so we get microscopic detail per menu, which really helps us to be able to build the independence of our brand, rather than just have focus on one menu.”
James Nye, Managing Director
Previously feedback was coming through lots of different channels, making it inconsistent and hard to manage and measure. 125 became an invaluable marketing tool because it allowed all feedback to be aggregated and weighted, delivering purpose to the data.
Previously feedback was coming through lots of different channels, making it inconsistent and hard to manage and measure. 125 became an invaluable marketing tool because it allowed all feedback to be aggregated and weighted, delivering purpose to the data.
