76%
of customers say they’ve had a positive experience in a pub, bar or restaurant in the last 3 months. But what makes (or breaks) a positive experience?
14%
of customers feel a strong, positive emotional connection with a pub or hospitality venue. Those that do spend more, visit more often, actively recommend the venue to others and are more forgiving of the occasional slip-up.
17%
of publicans believe that the quality of the drinks range and serve is the number one factor that will create a memorable experience for their customers. Pub customers don't necesarilly agree.
27%
of customers are currently part of a loyalty scheme for a pub, bar or restaurant.
Pub Roadmap: Creating Pub Superfans
Including exclusive research from KAM and supporting data from HDI, case studies and testimonials from award-winning pub operators and top-tips from brands such as Brakes, this report is the 'go-to' guide for how to deliver on what the pub customer wants in 2025 and beyond and turn them into superfans!
Topics include:
- DRIVING FOOTFALL: How to ensure your potential fans find you in the first place
- THE IN-VENUE EXPERIENCE: Delivering an experience fit for a superfan
- DRIVING LOYALTY: Creating a connection and keeping them coming back for more
The 46-page report is available now for £495 +VAT which also includes 12 months access to the KAM Knowledge Hub.
Research methodology consisted of an online survey of 1,000 nationally representative UK adults (18 years+), who have visited a pub at least once in the last 12 months and 97 BII member publicans. Research was conducted in September 2024.
Our nation’s pubs are a unique part of our nation’s heritage and highly valued by their communities. Equally, it is clear that over recent years, pub customers have significantly changed their expectations of what a great pub experience is for them. To ensure pubs remain a place for everyone they must continue to evolve. We are proud to work with KAM on this Pub Roadmap – Creating Pub Superfans, to bring you the latest insight to successfully develop your pub businesses and create long term Superfans.
Steven Alton, CEO of the British Institute of Innkeeping (BII)
What we bring to the table
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Tailored Research
Gain access to cutting-edge research and data-driven insights, including global online panels, targeted customer research, face-to-face, focus groups, and more. Quantitative and Qualitative methodologies tailored specifically to your objectives.
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Knowledge & Expertise
Let us take the strain and provide an independent view. With combined expertise across hospitality, research, insights, and marketing, our team will provide insight-led recommendations for you and your business to drive purposeful change.
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Consultancy with a Twist
Say goodbye to dry, uninspiring insights. We spice things up by providing consultancy services that are both informative and engaging. Our experts work closely with you, analysing your unique challenges, and crafting ingenious strategies.
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Actionable Solutions
We help you turn these insights into actions. Base your future marketing, operations, brand and product strategies on what your customers want and need. Put research and insight at the heart of your strategy.