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TCG is at the cutting EDGE...
Tue 21 October 2008
TCG, one of the largest pub and restaurant operators in the UK, with 150 destinations across the country realises that great customer service is essential to maintaining and building a loyal customer base, a fact reflected by the company's goal of providing a friendly and professional service at all times.
Over the past 12 months Retail Eyes, the UK`s fastest growing customer service evaluation and mystery shopping company have completed over 800 mystery guest visits at TCG locations, providing vital feedback to develop its `EDGE` (Excellence Delivers Great Experiences) programme for improving customer service.
At a recent Awards Ceremony in Birmingham, TCG announced the results of 'EDGE 2', its second annual customer service programme.
The EDGE 2 Awards recognised the top individuals and teams from all TCG pubs across a wide-range of market segments. The overall winner from the 'Town Centre Young' category was Carpe Diem in Leeds - a live music venue managed by Wayne Ince. Wayne's achievements were rewarded with a £750 holiday with £250 spending money. Carpe Diem received an average customer satisfaction score of 97.7% across 6 waves of visits.
The winner of the 'Town Centre Local' segment was Liz Harding at the Smithy in Cheadle and Ken Myton at Bar 38 in Manchester came out on top in the 'Town Centre Metro' segment. Both winning £500 of holiday vouchers and £250 spending money.
An 'Exemplary Service' award sponsored by Retail Eyes is given to an individual member of staff who has delivered outstanding service over and above the expectations of the mystery customer. This year the award was won by Jeanette Blackmore from the Anchor in Bristol, whose Manager Steve was also a Regional winner at the ceremony.
Nigel Wright, Chief Operating Officer of TCG, said, `I get great satisfaction from presenting these Awards to the winning Managers, as both they and their staff are the `elite` within both TCG and the industry as a whole. Day in and day out they deliver consistently great service and standards and should be extremely proud of their achievements. I am! In the current testing climate it is also important to continue to recognise the value a Mystery shopping programme can add to the bottom line`.
Over the past 12 months Retail Eyes, the UK`s fastest growing customer service evaluation and mystery shopping company have completed over 800 mystery guest visits at TCG locations, providing vital feedback to develop its `EDGE` (Excellence Delivers Great Experiences) programme for improving customer service.
At a recent Awards Ceremony in Birmingham, TCG announced the results of 'EDGE 2', its second annual customer service programme.
The EDGE 2 Awards recognised the top individuals and teams from all TCG pubs across a wide-range of market segments. The overall winner from the 'Town Centre Young' category was Carpe Diem in Leeds - a live music venue managed by Wayne Ince. Wayne's achievements were rewarded with a £750 holiday with £250 spending money. Carpe Diem received an average customer satisfaction score of 97.7% across 6 waves of visits.
The winner of the 'Town Centre Local' segment was Liz Harding at the Smithy in Cheadle and Ken Myton at Bar 38 in Manchester came out on top in the 'Town Centre Metro' segment. Both winning £500 of holiday vouchers and £250 spending money.
An 'Exemplary Service' award sponsored by Retail Eyes is given to an individual member of staff who has delivered outstanding service over and above the expectations of the mystery customer. This year the award was won by Jeanette Blackmore from the Anchor in Bristol, whose Manager Steve was also a Regional winner at the ceremony.
Nigel Wright, Chief Operating Officer of TCG, said, `I get great satisfaction from presenting these Awards to the winning Managers, as both they and their staff are the `elite` within both TCG and the industry as a whole. Day in and day out they deliver consistently great service and standards and should be extremely proud of their achievements. I am! In the current testing climate it is also important to continue to recognise the value a Mystery shopping programme can add to the bottom line`.
Stand Out From The Crowd
Customer Experience is one of the most cost effective methods of differentiating yourself from the competition.
Success Through Satisfaction
Customer satisfaction surveys are a highly effective method of gaining feedback from your customers and improving customer loyalty.