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Pub scores top marks in secret customer test
Published 21/07/14



A PUB in Henley scored 100 per cent in its latest mystery customer visit.

The Old Bell in Bell Street is one of only three out of Brakspear’s 130 pubs to achieve a perfect score in four years.

The mystery visits are carried out at the company’s pubs twice a year. The ‘customer’ answers more than 100 questions covering all aspects of hospitality, from cleanliness and service to marketing and merchandising.

The scheme is run by Henley company The Silent Customer.

The Old Bell was hailed for its “warm and welcoming staff”, “great atmosphere” and décor with a “fresh, clean feel…. perfectly suited to the traditional pub”.


The customer added: “The Old Bell will now be my first choice pub for a drink in Henley.”

Licensee Rob Hooton, who took over the pub six months ago, said: “We’re very pleased with this score, especially as so few other pubs have managed it over the years.

“I have a great staff team here so it was good to see the comments about friendly, attentive service in the mystery visitor’s report.”

Tom Davies, chief executive of Brakspear, said: “Rob has clearly managed to instil the highest standards in all aspects of the Old Bell in his short time there and he and his team should be very proud of their score.”

Janet Wood, founder of The Silent Customer, said: “We’ve developed the questions to test how pubs are marketing themselves, which is where many of them fall down. Rob is clearly doing a great job in encouraging customers into the pub, including using Facebook and Twitter.

“Once they’re in the pub, the fantastic service and atmosphere make sure they want to come back.”

Published 21/07/14

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