The new age of pub service

Exclusive research from Zonal and CGA by NIQ reveals the new styles of service consumers want from pubs; the top appealing factors, and barriers, to pub visits; and how Gen Z’s sentiment towards pubs differs from other generations.

Pubs remain a cornerstone of British communities, providing a vital social space for consumers, as well as offering up fantastic hospitality. With the continued rise of digital ordering solutions, a shift towards pre-booking rather than the more traditional spontaneous visit, and the emerging trend of queueing rather than spacing out along the bar, the way consumers are engaging with pubs is changing.

But what is driving the shift towards these new styles of service? What are the main factors drawing consumers to pubs—and what barriers are they facing? And what groups of consumers are seeing the greatest behavioural change?

This exclusive research, produced in partnership with CGA by NIQ, surveyed 5,000 British consumers to find out these answers, and more.