Fuller’s Feedback
Two decades of partnership delivering trusted, consistent excellence
The Partnership
For over 20 years, we’ve worked with Fuller’s to measure and maintain the guest experience across their managed and tenancy public houses. The opportunity has been continuously evolving our programmes alongside Fuller’s changing business needs to deliver insights that drive lasting improvement.
What started as a focused mystery shopper programme has evolved into comprehensive customer experience intelligence that supports Fuller’s position as a leader in trusted, consistent excellence.
Our Evolving Partnership
From Mystery Shopping to Integrated Intelligence
We began with mystery shopping - real customers visiting Fuller’s pubs to evaluate service standards, food quality, and operational consistency. This foundation of observational feedback remains valuable, but we’ve continuously evolved the programme to match changing customer behaviors and business priorities.
As customers shifted to online reviews and digital feedback, we expanded to capture and analyze these new data sources. As Fuller’s needed faster access to insights, we developed dashboards that put real-time intelligence in everyone’s hands.
Today’s Comprehensive Programme
Fuller’s now receives integrated feedback intelligence combining:
- Online surveys gathering direct customer feedback across the estate
- Social media review collection from Google, TripAdvisor, Facebook and other platforms
- Mystery shopping for objective operational evaluation
- Centralized dashboards delivering the right level of detail to each stakeholder
What We Deliver
Role-Based Dashboard Access
Everyone in the business gets exactly the information they need:
- House managers see operational detail for their specific pub
- Operations teams compare performance across locations and identify training needs
- Food development tracks dish-level feedback and quality trends
- Training teams access specific examples for coaching and standards reinforcement
- Finance monitors performance metrics tied to business KPIs
The dashboard isn’t just a reporting tool - it’s the central intelligence system that informs decisions across every department.
Blended Feedback Sources
We don’t just aggregate data - we help Fuller’s understand the complete picture by analyzing feedback across all sources:
- Survey responses revealing what customers think
- Review data showing what they say publicly
- Mystery shopping confirming what actually happens operationally
- All integrated to identify patterns, priorities, and opportunities
The Impact
After 20+ years of partnership, the programme has become embedded in how Fuller’s maintains excellence:
- Operational consistency verified across managed and tenancy pubs
- Training priorities identified through specific feedback examples
- Strategic decisions informed by comprehensive customer intelligence
- Reputation management supported by understanding review trends
- Performance tracking tied to business objectives across all departments
Fuller’s didn’t just buy a service - they gained a partner who evolves programmes alongside their business needs, delivering insights that genuinely drive improvement rather than just reporting numbers.
What Long-Term Partnership Looks Like
We’ve regenerated and enhanced this programme continuously over two decades. We know Fuller’s business deeply, understand their priorities, and proactively recommend improvements as customer behaviors and business needs evolve.
That’s the difference between a vendor and a partner. We don’t just deliver what’s asked - we suggest what’s needed based on 35 years of customer experience expertise applied specifically to Fuller’s context.
Ready for a customer experience partner who evolves with your business? Contact us to discuss how we can deliver insights that drive lasting excellence.