Punch Taverns has launched its new Quality Service Award scheme at a Clerkenwell pub.
The Gunmakers pub in Eyre Street Hill is the first Punch pub out of its 5,000 strong estate to receive this prestigious quality award, which is independently judged by Cask Marque and recognises licensees who achieve excellent standards.

Licensee Jeff Bell nominated the Gunmakers via email and was first assessed on how regularly the pub cleans its beer lines. It then received a mystery visit by a Cask Marque assessor who focused on first impressions, service, the bar, drinks, food and the toilets.

After passing the mystery visit, the Punch technical services team then checked the pubs cellar standards and the pub received a point of sale pack, including posters and branded glassware, to promote and maintain its high standards.

Licensee Jeff Bell, who’s been running the pub for nearly three years, said: “We’ve built the business up over the last three years on the basis of good beer and wine and standards of customer service. We are situated in a backstreet in London so the only way we can appeal is to draw people back so they become regulars.  Once they return we ensure we deliver their expectations as it’s paramount to the pub as it could not rely on passing trade.”

“This has been a great learning process and I’ve picked up tips, such as having one constant beer, Sambrook’s Wandle, that is recognisable instead of having five different hand pumps.  Also, that I could make structural improvements to what is already a great traditional Victorian cellar.”

Punch Buying Club Director, Andy Slee, said: “The aim of the Quality Service Award is to help our licensees compete on service standards by making sure customers experience great standards that meet their expectations every time they visit.

“The scheme will highlight any areas of a licensee’s operation which need more focus and identifies best practice for licensees to benchmark their performance against. The award is externally accredited by Cask Marque, which has a great track record in driving quality within the trade through recognition of good operators who are achieving excellent standards.

“The Gunmakers is a fantastic example of a pub which delivers a brilliant customer experience and we’re delighted to recognise their hard work and dedication. Since promoting the scheme to our licensees at last years Roadshows, we currently have 210 pubs signed up. We want the scheme to grow year after year and become a target for everyone of our pubs to strive to achieve.”