UK
Punch Pubs & Co, operators of approximately 1,300 leased pubs across the UK, engaged Think Hospitality to support the development of a strategy for their value segment — creating an aspirational, value-led retail concept positioned as the hub of the community, known internally as the Value 2.0 model.
The work centred on two of Punch's community-focused brands: Mighty Local and Unity Social. The brief required a voice-of-customer and voice-of-publican programme to inform a strategic framework across four key areas — Product, Environment, Service and Communications — all viewed through the lens of community.
We designed and delivered a comprehensive three-strand research programme. First, a general population survey of 505 respondents across the North West of England to understand wider pub-going habits. Second, face-to-face customer interviews with 254 guests across six Mighty Local and Unity Social pubs. Third, in-depth publican interviews with 11 licensees across the estate.
The combined research gave us a rich and detailed understanding of the Punch customer — from visit frequency and occasion type through to barriers, unmet needs and what drives loyalty. We benchmarked Mighty Local and Unity Social customers against the general pub-going population, revealing critical points of difference and opportunity.
The insights were distilled into a strategic framework — More reasons to visit, Less reasons to leave, More seamless experience — and translated into actionable recommendations across the five pillars of Product, Service, Communications, Environment and Community.
The project delivered a detailed Value 2.0 strategy with specific, costed recommendations to reposition Mighty Local and Unity Social pubs as vibrant community hubs. The research uncovered significant untapped potential within the existing customer base — with visit frequency and loyalty levels far exceeding the general pub-going population, pointing to a clear opportunity to deepen engagement and drive incremental growth through the right proposition.
The strategic recommendations spanned everything from food and drink quality improvements and streamlined service standards through to community engagement programmes and environmental upgrades, giving Punch a clear roadmap to elevate their value segment while preserving the authentic community character that drives loyalty.
