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A third of pub-goers think the sound of a crowd can make the atmosphere better

A third of pub-goers think the sound of a crowd can make the atmosphere better
Written by

Abbie Dawson

Published

August 19, 2020

Category

Latest research

As nearly two thirds think the experience is less sociable than pre-lockdown.

Average net promoter scores (NPS) have remained strong across all of hospitality since lockdown. However, customer sentiment research from KAM Media and Feed It Back has found that, until this week, average net promoter scores (NPS) were declining for all sectors in recent weeks, with pubs having the biggest drop off.*

What could be the reasons behind the decline?

No doubt there are several factors, but our research has found that over a third (36.6%) of pub goers think the atmosphere would be better with the sound of people, whilst nearly two thirds of them (60.4%) also think the atmosphere was more sociable pre-lockdown. This is a trend that is consistent across July (57.8%) and August (62.9% - see graph 1), and in fact is therefore getting a bit more pronounced.

Chart showing people who think the pub is more sociable than before lockdown
Graph 1

The majority of those who feel that the sound of people can make the pub going experience better are male (60.6%), a trend that is consistent across July (60.1%) and August (61.2% - see graph 2).

Chart showing people who think the atmosphere would be better with the sound of music, split by gender
Graph 2

Thoughts from our CEO, Adam Castleton:

"In complete contrast to the retail sector, customers are starting to miss the buzz of a busy pub. Perhaps the novelty of returning for a much-needed pint is wearing off, with customers starting to miss the pre-lockdown crowds and lively entertainment. Although most entertainment is still off limits, there are a number of app-based alternatives (such as Rock and Roll Bingo) that can gee up a (socially-distanced) crowd without the need for a host."

This hub is going to be the place to be for consumer research in retail and hospitality, so make sure to bookmark it, follow us on social, write it on a post-it note or whatever it is that you do. You could also sign up and subscribe to our mailing list, which is easy like Sunday morning.

Surveys carried out July and August 2020. Sample sizes (n) >1000 people, UK Nat. Rep. with 95% confidence level & margin of error of +/- 5%.

*KAM Media – The Customer Sentiment Tracker, 10th August 2020.

A third of pub-goers think the sound of a crowd can make the atmosphere better

Abbie Dawson

Marketing Executive at Startle. It's my job to manage marketing, making sure to spread the word of Startle to as many brands as possible. When I'm not working, you'll find me vinyl shopping to add to my collection or working out at the gym (usually making enemies with a punching bag).

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