Case Study: St Austell Brewery boosts guest experience and outshines competitors with Reputation

St Austell Brewery reaches the 900 Club with Reputation

St Austell Brewery, a historic hospitality and brewing business, faced the challenge of maintaining a consistent guest experience and unifying disjointed local feedback across its many managed locations in the South West. They partnered with Reputation to tackle these visibility and operational hurdles, seeking a solution beyond simply gathering more reviews.

Reputation implemented its "Rep Score," a single metric that ensures data accuracy and benchmarks the brewery against local competitors. This tool helped managers align daily service with standards and drive team performance. Supported by a dedicated Customer Success Manager, the solution enabled St Austell Brewery to elevate its locations into an elite performance club, outshine rivals, and turn guest feedback into tangible business success.

St Austell Brewery