Research shows licensees feel supported

New research has revealed that the majority of licensees across 19 pub companies and family brewers are happy with the support they have received during the pandemic.

Based on feedback from over 1,500 licensees as part of KAM's The Licensee Index, on average licensees gave their pub companies eight out of 10 for their Covid-related support.

As part of the survey, KAM captured licensee satisfaction with their pub company across more than 50 different areas, including recruitment, training and information, ordering and delivery, product support, promotional support, landlord services, communication and the role of the BDM. Despite the challenging two years, the average satisfaction ratings have increased across 40 out of 47 criteria measured compared with 2019.

Manchester brewer and operator JW Lees scored highest, with its pub partners (pictured above) very satisfied with the quality and depth of support received. JW Lees was rated top in every category, including the overall rating. 

The programme also captures net promoter scores (NPS) across each of the 19 pub companies, asking whether the licensee would recommend their pub company to other potential publicans. These scores have also increased since 2019 from an average of -14 to +2. NPS is particularly strong among the family brewers.

Licensees still have a number of clear concerns, with two of the biggest issues facing these businesses being cost inflation and the tax burden, according to the research.

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