When Fuller’s launch a new product as iconic as London Pride Unfiltered then they need to ensure their pub teams are 100% behind it, promoting it actively and positively.

Service Monitor, long standing research partners for Fuller’s, were commissioned to conduct a series of venue mystery customer visits to assess the engagement with customers around the new product.

Capturing accurate feedback of the dialogue between customer and team member as well as photographs of the glassware and pour of the drink allows Fuller’s to identify training needs so that the new product can be delivered as well as possible.