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Hydes leads the way for customer satisfaction following national pub survey

Salford-based brewer and pub retailer Hydes has been announced as the number one pub company for customer satisfaction, based on the results of a national survey, canvassing the views of thousands of pub customers.

Hydes came top for customer satisfaction in CGA by NIQ’s annual PubTrack rankings to find Britain’s top pub operator. PubTrack is a first-of-its-kind consumer research that covers the entire pub market in Great Britain, including unbranded and independent venues

In addition to scoring highest for guest satisfaction, Hydes came third nationally overall in the PubTrack rankings as Britain’s top pub operator. In first place was Brunning & Price, followed by St Austell Brewery in second.

PubTrack is an exclusive tool that combines CGA’s Outlet Index with a survey of 10,000 nationally representative pub-going consumers. The tool delivers accurate data insight into guest behaviours and sentiment based on a combination of factors such as satisfaction, revists and recommendations. The study covered a six-month monitoring period up to the end of March 2024.

With its brewery in Media City, Hydes was formed in 1863 and supplies beers to wholesalers, pub companies and other brewers throughout the UK and a pub retailing estate of nearly 50 pubs across the North West of England and North Wales. It currently has 14 tenanted pubs in its estate.

Commented Adam Mayers, managing director of Hydes: “The results of this industry survey are testament to the hard work and commitment of the entire Hydes team. We pride ourselves on customer satisfaction so to receive national independent recognition of this based on real feedback from the pub going public is extremely gratifying.

“We’re fully committed to keeping customers happy and doing everything we can to ensure they want to return after a memorable first visit. That’s why we’ve invested heavily in our growing pub estate, over £10M in refurbishments over the past two years, in addition to comprehensive skills and service training for all our staff. Investment in our pubs and our people is top priority at Hydes and this will continue throughout the coming year, strengthening our offering and enhancing the overall experience for all our customers and guests.”

Hydes operates nearly 50 pubs ranging from Lancaster in the North to Stoke-on Trent in the Midlands and across to North Wales including a wide selection of premium dining destination outlets and traditional community pubs.