Star Pubs Launches Free Reputation Management Tool In L&T Estate

• Free access to online reputation management
• New app replaces pub mystery visits for the digital age
• Pubs with the best Reputation scores have 24% higher revenue than those in the lowest quartile

Star Pubs is providing the online reputation management app, Reputation, free of charge to its leased and tenanted operators following its success across the company’s Just Add Talent (JAT) managed operator estate. The app will replace the company’s mystery visitor programme.

Reviews of Star’s JAT pubs have improved significantly since they adopted the Reputation app two years ago. Analysis showed a knock-on benefit for sales, with pubs in the top reputation quartile generating, on average, 24% more revenue than those in the lowest quartile.

The tool provides insight into a pub’s social media presence, benchmarking it against the industry and encouraging better online marketing and customer service. Reports highlight areas of concern, with guidance on what needs to be done to improve performance. In-depth analysis and management of reviews help pubs enhance their service and subsequent rankings. Reviews from platforms such as Google, Facebook and TripAdvisor can be seen in real time and responded to via the app, with suggested AI-generated responses that publicans can adapt.

Head of Retail, Cathy Olver, says: “In an increasingly digital world, having a superb online presence isn’t a nice-to-have, it’s essential. Good service should be reflected online, with consistency across the board and an ability to be fleet of foot when dealing with reviews.

“As a result of feedback from our JAT operators and Business Development Managers, who’ve seen the impact of the Reputation app on pubs’ reviews and bottom lines, we’re giving it to our L&T operators earlier than planned so that they can take advantage of it over the festive season.”

Reputation is the latest addition to Star’s social media licensee support package, which also includes The Social Collective, a one-stop shop for social media training for publicans and their staff at all skill levels.

Nick Kharbanda, Star Pubs Business Development Manager, says: “Great service starts with providing excellent hospitality in the pub and online, checking in with customers and fixing any issues in a timely manner. The key is to get customers to leave reviews while they’re at the pub. Staff should be incentivised to encourage reviews. This helps drive good service and leads to better online ratings and more people coming through the door.

“The analysis of online data across platforms is invaluable. It flags up what in-pub and online service looks like at any given time; what is great and what needs attention. It’s a marked step up from mystery shopping. As well as offering greater insight, it also saves licensees time, as reviews can be accessed and responded to in one place and remotely.”