Running a bar or pub is about more than just serving great drinks—it’s about creating an atmosphere where customers can unwind, have fun, and make memories. But knowing whether you’re truly meeting your guests’ expectations goes beyond hearing cheers over the latest cocktail or seeing a packed house on a Friday night.
Bars and pubs are fast-paced, energetic environments (filled with walk-ins, regulars, and a constant flow of customers) where feedback often gets overlooked. It’s easy to assume that if the bar is buzzing, customers are happy. But how often do you stop and ask, “How did they really feel about their experience?”
Why Customer Feedback Matters in Bars/Pubs
Bars and pubs thrive on repeat business and word-of-mouth recommendations. But the reality is that:
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Guests may not tell you about issues to your face. Many customers will leave quietly if they have a bad experience, and you may not even know something went wrong.
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Some will leave quietly, even your regular customers, and never come back, leaving you guessing what went wrong.
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Worse yet, they may spread negative feedback quietly. A disappointed customer might share their bad experience with friends or, even more damaging, post a 1-star or negative public review online, which could deter future customers.
This is why collecting and understanding customer feedback is essential to improving service, retaining customers, winning over new customers and protecting your pub’s reputation.
4 Common Challenges Bars/Pubs Face Without Feedback
Bars and pubs encounter a range of challenges in trying to gauge customer satisfaction. Here are a few key problems:
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Silent Dissatisfaction: Many customers are hesitant to express their complaints in person, meaning they may leave without voicing their grievances directly to you, never to return. Without direct feedback, you may not even know what went wrong—whether it’s slow service, incorrect drink orders, or an unsatisfactory vibe.
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Unpredictable Customer Retention: Even your regulars might drop off without warning, leaving you wondering why. One bad experience could push them toward a competitor, but feedback gives you the opportunity to fix issues before they escalate.
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Varying Customer Preferences: Some guests want a lively, loud atmosphere with music and games, while others prefer a relaxed, cozy corner to chat. Without feedback, it’s hard to know if your bar is meeting these diverse preferences.
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Reputation at Stake: In the era of online reviews, one negative or 1-star review can reach hundreds or thousands of potential customers. Often, unhappy customers are the ones most likely to voice their displeasure publicly. Gathering feedback allows you to address concerns early before they become bigger problems.
How to Overcome Bar/Pub Challenges with Customer Feedback
Addressing these challenges is simpler than you might think. Collecting feedback doesn’t have to be difficult, time-consuming, or awkward. With today’s technology, gathering actionable insights from your customers is easier than ever—and that’s where Spokk comes in.
Spokk is your ultimate feedback assistant, designed to help bars and pubs like yours seamlessly collect customer feedback without any hassle.
Introducing Spokk: The Effortless Way to Collect Bar/Pub Feedback
Imagine if gathering feedback from your customers was as easy as sending a quick text, and they could respond in under 10 seconds. That’s exactly what Spokk does.
Spokk is a feedback tool designed to help bars and pubs like yours easily collect customer feedback without the hassle.
5 Game-Changing Ways Spokk Simplifies Customer Feedback Collection:
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Share Feedback Link via SMS: After their visit with you, you can send your guests a feedback link directly to their phone. No complicated forms, no fuss—it takes just 10 seconds to complete.
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Customizable Feedback Form: Want to ask about drink quality, atmosphere, or service speed? With Spokk, you can customize the feedback form to focus on the areas that matter most to your bar or pub.
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Get Staff Performance Feedback: Spokk allows you to track feedback on individual bartenders or waitstaff, so you know who’s delighting customers and who may need more support. This information will be vital to keep up the consistency of service you offer at your bar/pub.
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Get Written Feedback: Star ratings are helpful, but written feedback offers deeper insights into a guest’s experience at your bar. It could be a simple suggestion from a customer to improve the ambiance or a new cocktail idea that sparks your next drink special.
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Turn Feedback into Public Reviews: Struggling to get positive reviews online? The problem is guests often find it time-consuming or don’t know what to write. With Spokk’s AI-powered feature, a customized review draft is automatically generated based on your guests’ feedback. With just a simple copy and paste, customers can easily post their reviews online and boost your bar’s online reputation.
Once feedback is collected, you can:
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Respond Directly to Guests: Use Spokk to reply to feedback and keep the conversation going, whether it’s to address complaints or thank guests for their compliments. Personalized follow-up shows that you care about your customers’ experiences.
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Send Offers or Coupons: Show appreciation for actionable feedback by rewarding guests with coupons or special offers. Fix negative experiences & appreciate good feedback. Use coupons to keep your customers happy and secure their next visit to your bar or pub.
Get Started with Spokk Now! Use the following tips to manage customer feedback with Spokk:
Use Spokk to Gather the Feedback Attributes Your Bar Needs
Here are some areas you might want to focus on when collecting feedback:
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Drink Quality: Were the cocktails, beer, or wine as expected? Feedback on taste, presentation, and variety can give you insight into what customers love—or what’s falling short.
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Service Speed: Were drinks and food served promptly? Slow service is one of the most common complaints at bars, and understanding this helps improve efficiency behind the bar and in the kitchen.
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Atmosphere and Music: Was the vibe right? Guests might have preferences for music volume, lighting, or seating arrangements that influence their overall experience.
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Staff Interaction: How did guests feel about their interactions with bartenders or servers? Friendly staff can make all the difference in whether someone returns. Feedback can highlight great service or pinpoint areas for improvement.
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Booking and Waiting Time: Was it easy for guests to find a spot or make a reservation? Did they have to wait too long to get a drink? These logistical details can often be overlooked but are key to a smooth customer experience.
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Overall Experience: A final star rating or written comment on the overall experience gives you a snapshot of how customers felt about their time at your bar—from their first drink to their last call.
How Bars Should Respond to Feedback
Collecting feedback is just the beginning. Your response plays a significant role in customer satisfaction and retention. Whether the feedback is positive, neutral, or negative, a thoughtful reply strengthens customer relationships and loyalty. It will speak volumes about your professionalism and care for your customers.
Responding to feedback doesn’t have to be time-consuming. With the right approach, you can acknowledge your customers in a way that feels personal and thoughtful, strengthening the relationship and building loyalty.
Responding to Positive Feedback
When a customer leaves glowing feedback, it’s your time to shine! A quick, heartfelt response shows you appreciate their kind words and value their loyalty. When a customer leaves glowing feedback, take the opportunity to thank them and highlight something specific they enjoyed. Here’s a simple response template:
Sample Template for Positive Feedback:
“Hi [Customer's Name],
Thank you so much for your kind words! We’re thrilled to hear you enjoyed your time at our bar, especially [specific drink]. [Staff’s Name] enjoyed serving you, and we can’t wait to welcome you back soon! If there’s anything we can do to make your next visit even better, just let us know.
Best regards,
[Your Bar’s Name]”
Why this works: This response is short and personalized, which adds a personal touch. It also leaves the door open for future visits, encouraging ongoing loyalty.
Responding to Negative Feedback
Negative feedback is tough, but it’s also an opportunity to make things right. Stay calm, be empathetic, and offer a solution. Responding with empathy, understanding, and a solution can win back unhappy customers. Remember: never get defensive, and always offer a way to fix the issue.
Sample Template for Negative Feedback:
“Hi [Customer's Name],
Thank you for your feedback. We’re sorry to hear your experience didn’t meet expectations with [specific issue]. We truly value your input and would love the chance to make it up to you. Could you reach out to us at [contact information] so we can discuss this further? Your satisfaction is important to us.
Best regards,
[Your Bar’s Name]”
Why this works: This response shows empathy and takes responsibility without being defensive. It offers a clear path to resolution and invites the customer to continue the conversation privately, keeping things professional and constructive.
Responding to Neutral Feedback
Sometimes feedback is neither glowing nor negative—it’s somewhere in between. This is a chance to show your attentiveness and commitment to improvement.
Sample Template for Neutral Feedback:
“Hi [Customer's Name],
Thank you for sharing your thoughts. We’re always looking for ways to improve, and your feedback on [specific service] helps us do that. If you have any other suggestions, feel free to let us know! We hope to welcome you back soon.
Kind regards,
[Your Bar’s Name]”
Why this works: It acknowledges the feedback and invites further details, showing you’re always striving to improve. It's polite, concise, and leaves the door open for future visits.
The Importance of Personalization
For all your responses, try to add personal touches like using the customer’s name, referencing specific services, or mentioning staff members by name. This helps customers feel like they’re not just a number, but a valued part of you.
This approach will keep your responses brief but meaningful, making the customers feel valued and seen. Use the above customizable templates to make responding easy. Owners/management can tweak to fit their unique style.
Analyze and Act on Feedback for Your Bar with Spokk
Collecting feedback is just the start—knowing how to analyze and act on it is where the real value lies.
1. Spot Patterns and Trends
As feedback comes in, look for common patterns. Are customers consistently praising a certain cocktail or a particular appetizer on your menu? Look at recurring issues - Are there recurring mentions of slow service?
Tip: Focus on recurring feedback to prioritize what needs fixing.
Action: Adjust processes based on the common patterns you notice. If a particular appetizer is popular in demand, highlight that in the menu. Add more similar options. If service speed is a common issue, revisit staff scheduling or bar prep practices.
2. Pay Attention to Star Ratings for Quick Insights
Spokk allows customers to rate different aspects of their experience, from drink quality to service. Look closely at ratings of 3 stars or below.
Tip: Pay special attention to customers who leave 3 stars or less. This is a sign that something went wrong, and it’s your chance to step in and make it right. These are opportunities to step in and resolve issues and to get a quick overview of your bar's performance.
Action: Reach out to guests with lower ratings. Offer solutions or invite them back to show you're committed to improving their experience. Aim to maintain high star ratings, and when ratings dip, investigate the cause.
3. Keep an Eye on Written Feedback for Deeper Insights
Written feedback often includes more detailed, actionable points for improvement. They provide the “why” behind the star ratings, giving you clearer insight into customer concerns/new suggestions. Spokk makes it easy for customers to leave quick, insightful comments.
Tip: Categorize feedback into actionable themes: service, drink, food, and atmosphere. Pay close attention to the specific language guests use. Are they mentioning a particular service or dish they weren’t happy with? Is there a recurring issue with communication? Written feedback gives you a fuller picture of what’s going well and what needs work.
Action: Dive deeper into these categories and address customer concerns directly. Adjust your processes or menu based on this feedback. If there is a common feedback on loud noises, try offering private spaces for those who prefer to hang out in a more private setting. This way, you will not lose those who do not prefer loud noises - you accommodate them & cater to diverse customer needs.
4. Incentivize Feedback for Maximum Engagement
Encourage more customers to provide feedback by offering small incentives like drink discounts or loyalty points. This can significantly increase the number of responses and help you gather better data. More importantly, this helps you secure their next visit with you. With customer feedback, you get to serve them best & keep them coming back for you.
5. Turn Positive Feedback into Reviews
One of the best things about Spokk is that it helps you turn happy customers into public advocates by allowing posting public reviews easy, with AI-review drafts. Positive reviews are like gold for any bar and pub—they attract new customers and boost your online reputation. One great hangout for drinks makes family & friends want to know where they had it - making it a trusted recommendation.
Tip: Follow up with 4- and 5-star guests and encourage them to post their feedback publicly using Spokk’s AI review drafts.
Action: Send a thank-you message along with a link to share their review online. With Spokk’s pre-written review draft, it’s as easy as copy and paste!
6. Set Goals and Track Progress
As you analyze feedback, it’s important to set goals for improvement. Feedback helps you set clear goals, like reducing wait times or improving service quality. Spokk lets you track how your bar/pub is performing over time.
Tip: Regularly review feedback to track progress. Are guests mentioning fewer wait times? Are ratings improving? Are you seeing an increase in 5-star reviews for certain services?
Action: Adjust your strategies based on feedback trends. Celebrate improvements, and make changes where needed. Keeping a pulse on client satisfaction through Spokk ensures that your salon is always moving forward.
In Conclusion
Managing a bar or pub is more than just making drinks—it’s about creating memorable experiences that keep customers coming back. Collecting and acting on feedback is the most efficient way to ensure you’re on track, and Spokk makes it easy for you to gather and respond to feedback seamlessly.
Are you ready to take your bar’s customer experience to the next level?
Try Spokk today and start building stronger relationships with your customers!!
