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Marston’s brews up customer insights

Marston’s brews up customer insights
Thursday October 17 2019

Brewer and pub retailer Marston’s is looking towards new software to deliver actionable insights into its customer experience

Marston’s has selected SMG to help collect, analyse and share guest feedback across the company. 


Through its programme enhancements, Marston’s will use location-level feedback to help its pubs and operations teams better understand the guest experience and empower them to take action on the insights.


Sarah Padden, Marston’s head of insight and guest experience, said: “In addition to an intuitive technology offering and a robust reporting platform, we have the support of an experienced team that’s invested in our success.”


Guest feedback


Marston’s is capturing and measuring guest feedback at the point of sale with SMG’s customer experience management platform. 


The real-time guest feedback is delivered to the smg360® reporting dashboard and mobile app, giving the company a holistic view of the guest experience while empowering field leaders with local guest feedback, role-based reports and location-level insights.



Tagged as: | brewery | pubs | insights | SMG