CQSMA

Cleanliness, Quality, Service, Maintenance and Atmosphere

We take customer service more seriously than most. That is why we use mystery visitors to ensure that our CQSMA standards are always up to scratch. Each pub is guaranteed at least five visits every month; these help us to ensure that customers are always receiving quality products, in quality surroundings.



Who are the visitors? Some are from the Wethercentre (our head office), yet most are mystery visitors. At the end of each visit, feedback is given directly to the manager on duty, a feedback form is also completed online and the pub receives a copy. It is the individual pub manager’s responsibility to ensure that this feedback is displayed on the communications board in the staff area for all of the staff to read.

The visits perform two important tasks: first, they help us to ensure that we remain one step ahead of our competition, by continually monitoring and improving our service and standards; secondly, they affect the bonuses which staff may receive.


CQSMA is well established as part of our company culture; if you work in one of our pubs, you can be sure of receiving visits from the area manager, our directors and even Tim Martin himself!