Hawth Bars & Catering Survey

February to June 2009

Key findings……….. 119 responses; cf 107 in 2006, so a similar sample size; self

selecting – questionnaires handed out at specific events 94 responses when the previous chef was in post; 25 with the

new chef in post 88% overall had attended a performance; in 2006 figure was

80%; so slightly more respondents this time attending performances

71% of those who had attended a show indicated which one and of these, 64% had attended a classical concert

7.5% had attended a special event; no respondents had attended a meeting

Over half had a meal in the Spotlight Restaurant – 6% up on the 2006 findings – probably the high numbers who had attended a classical concern would explain this higher figure

37% had a meal in the Artscafe; 8% up on 2006 findings Very high satisfaction levels with both old and new chefs in post.

Who responded?

Older people – 49.5% were over the age of 65; 32.8% were 51-65 – the high response rate for classical concert goers would in part explain this profile of respondent. Other research has shown that the profile of classical concert goers tends to be older

5% were under 30; whereas in 2006, nobody under 30 had responded.

55% were female; 39% male; 6% did not respond 68% were from outside of the Borough 13% were from the east of the Borough; 5% from the west of the

Borough (an increase on 2006, where no respondents were from the west)

Pound Hill remains the best represented neighbourhood

Comparing 2006 and 2009 ratings (with previous Chef in post)

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Speed 06

Speed 09

Food choice 06

Food choice 09

Food quality 06

Food Quality 09

Satisfaction Previous Chef Very good GoodOK PoorVery poor Not applicableNot answered

Comparing 2006 and 2009 ratings (with previous Chef in post)

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Drinks choice 06

Drinks choice 09

Drinks quality 06

Drinks Quality 09

VFM 06

VFM 09

Satisfaction Previous ChefVery good Good

OK Poor

Very poor Not applicable

Not answered

Comments: comparing 2006 findings to 2009 (with previous Chef in post)

Looking at speed of service; food and drink selections and quality; and value for money, ratings are very similar to 2006.

Respondents this time are slightly more likely to use “good” as rating rather than “very good”, but numbers are too small to make it significant or to draw any conclusions.

Satisfaction ratings remain very high

Comparing 2006 and 2009 ratings (with new Chef in post)

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Speed 06

Speed 09

Food choice 06

Food choice 09

Food quality 06

Food Quality 09

Satisfaction New Chef Very good GoodOK PoorVery poor Not applicableNot answered

Comparing 2006 and 2009 ratings (with new Chef in post)

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Drinks choice 06

Drinks choice 09

Drinks quality 06

Drinks Quality 09

VFM 06

VFM 09

Satisfaction New Chef Very good GoodOK PoorVery poor Not applicableNot answered

Comments: comparing 2006 findings to 2009 (with new Chef in post) Again, looking at speed of service; food and drink

selections and quality; and value for money, ratings are very similar to 2006.

Respondents this time are slightly more likely to rate value for money as “very good”, but numbers are too small to make it significant or to draw any conclusions.

Satisfaction ratings remain very high Looking at how the new chef ratings compare to the

old chef ratings (as opposed to 2006 cf 2009)……..

Comparing ratings: previous v new chef in post

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Speed Old

Speed New

Food choice old

Food choice New

Food quality old

Food Quality New

Comparing satisfaction ratings with new and previous chefs

Very good Good

OK Poor

Very poor Not applicable

Not answered

Comparing ratings: previous v new chef in post

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Drinks ch 0ld

Drinks ch new

Drinks Qual old

Drinks Qual new

VFM old

VFM new

Comparing satisfaction ratings with new and previous chefs

Very good Good

OK Poor

Very poor Not applicable

Not answered

Comments: Comparing ratings: previous v new chef in post

Again, there is little difference between the two chef ratings and certainly not sufficient to be significant

Both rate very similarly to 2006 Satisfaction ratings remain high

More satisfaction ratings……

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Surroundings 06

Surroundings 09 Old

Surroundings 09 New

Cleanliness 06

Cleanliness 09 Old

Cleanliness 09 New

Satisfaction with other aspects of service delivery

Very good Good

OK Poor

Very poor Not applicable

Not answered

Comments: Cleanliness and surroundings……

Although satisfaction with cleanliness and with surroundings was good in 2006, these seem to have increased further in 2009.

And more………..

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Layout 06

Layout 09 Old

Layout 09 New

Opening Hours 06

Opening Hours Old 09

Opening Hours New 09

Satisfaction with other aspects of service delivery

Very good Good OK

Poor Very poor Not applicable

Not answered

Comments: Layout and Opening Hours

Satisfaction with layout also seems to have increased, which has perhaps also resulted in the increase in satisfaction with surroundings

More are rating opening hours as very good

And finally……….

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Staff Helpfulness 06

Staff Helpfulness 09 Old

Staff helpfulness 09 New

Signage 06

Signage 09 Old

Signage 09 New

Publicity 06

Publicity 09 Old

Publicity 09 New

Satisfaction with other aspects of service delivery

Very good GoodOK PoorVery poor Not applicableNot answered

Comments: Publicity, Signage and Staff Helpfulness

Little significant differences here between 2006 and 2009.

All satisfaction ratings are good Satisfaction with staff remains very high It is pleasing to note that publicity and signage –

which had previously been rated less highly than others – have shown an increase in satisfaction.

So, in conclusion, very similar satisfaction ratings to 2006, but some more noticeable improvement in satisfaction regarding layout, surroundings, signage and publicity.

What did respondents like?

Staff service and helpfulness attracts several positive comments We are always very impressed by the standard of

service offered by staff at The Hawth I have always been impressed with variety, quality of

food, size of portions and helpfulness and friendliness of staff. A friend and I frequently dine before a show - makes a special treat.

Staff are praised for being attentive, even under pressure

Positive comments outweigh negative ones There can be mixed views on value for money,

although overall, taken with the ratings, value for money comes out well

What did respondents like?

There were several very individual comments made and these are enclosed as an appendix.

Overall, comments were very positive and mirrored the high ratings given.

Some typical comments included: Have used on several occasions and found it very good We really like this venue and always eat in the cafe

before a show or concert Chef is excellent, everything is beautifully cooked.

Excellent choice of daily specials

What could be better?

There were a few comments about food not being hot enough (previous chef in post)

A couple of comments implied that standards may not always be consistent – one respondent mentioned being a little disappointed on one occasion and implied this was not the norm

Some comments were made about tables being too close together and about the atmosphere on Valentine’s night. Some customers had expected a more “special” environment, appropriate to the occasion.

A greater selection of drinks – with wine being mentioned – is sometimes requested

There was a suggestion for taller table numbers to help waiting staff see order numbers more easily

Other suggestions and comments are included in the appendix.

Implications of Findings

Is food sufficiently hot? Was this just a blip? Are standards consistent? Have changes to table layout been made? Or are

tables still too close? Should we offer a greater selection of drinks?

Especially wines? Do waiting staff find it difficult to see order numbers?

Should a new system be introduced? Should we offer milk in jugs rather than jiggers?

Appendix 1 - Comments

Q1. If you attended a performance or event, please state which one.

Old Chef Beyond the Barricade (3) Big Brass Band (3) Billy Ocean (7) British Army Brass Band Concert (4) Cory Band Concert Murder Mystery Evening (7) RPO (32) That'll Be The Day (2) New Chef RPO Here Come The Classics (16)

Appendix 1 - Comments

Q3. If you have rated any aspect of the service as OK or below, please give your reasons. Old Chef Choice of Food Choice of Beverage Choice of wine is very limited Small wine bottles considered a bit mean by husband. Quality of Food the quality of food is good Food not hot enough (2) Peach crumble - crumble doughy - why not use apples when in season rather than tinned peaches? Please could the vegetables be cooked a bit more - they are too el dente! Vegetables could be warmer Vegetables undercooked and food not hot enough (possibly hotplates not hot enough). Wish the food was hotter, the plates are hot, but not the food Value for Money I feel it is a little overpriced. Very good value for money and we enjoyed ourselves. Surroundings For valentines, less special than I had hoped. Rather less intimate than I expected Have you thought about making the Spotlight less utilitarian in decor - more glitzy/mood lights etc? surroundings - lighting? plants? They all tried very hard to give Valentines night some atmosphere but this is almost impossible in a modern

building such as The Hawth.

Appendix 1 - Comments

Layout Tables too close together meaning manoeuvring difficult. Layout - tables too close but haven't got solution Layout - when full far too cramped. Value for money - not good value for what it is. Signage Signage - did not read Spotlight restaurant on ticket, so not sure where to eat. Signage - didn't notice any Signage - not always clearly advertised. Publicity Publicity - when we rang wanting the restaurant meal, the box office was diffident in

publicising the Bistro. Never seen it published anywhere Not very well advertised locally on radio local General Comments Dessert Menu not clearly seen from counter I would prefer to eat later If on first visit may need to ask as entrance door closed on arrival Waitress service would have been nice. It was rather confusing knowing the ordering procedure for our group. Only quibble was no where to hang our coats

Appendix 1 - Comments

New Chef Choice of Beverage More choice of drink Quality of Food Although the Hake was nice it was a little over cooked and dry.

Also a little more sauce would have been nice. Thought the meal at last Jazz lunch (Sunday) was not up to

usual high standards. Value for Money Very good value for money Surroundings Lacks Atmosphere

Appendix 1 - Comments

Do you have any further comments regarding the Bar and Catering Service at The Hawth?

Old Chef Staff (positive) Cheerful staff The staff are helpful A member of staff offered to make a fresh sandwich if necessary - this was most

appreciated The staff are always very attentive and of an exceptionally high standard. Everyone very pleasant and helpful. Staff very friendly It provides good food at our admirable price and the staff could not be more helpful. Staff friendly and excellent. The staff are all very good. It was a very busy evening and they were all cheerful and

helpful despite being under some pressure. I might go to eat elsewhere before attending the theatre in the future.

Their friendliness, efficiency and desire to help and serve us have always been of the highest order. They are all beyond compare.

Atmosphere A very big NO NO! - The piped music over the loudspeaker. We have lunch here to talk to

friends and enjoy the theatre performances that we have chosen - not other peoples choice of so called music. We dine here when we attend the Brass Band and other band concerts.

Appendix 1 - Comments

Choice and Quality of Food & Drink (positive) The food has always been of a very high standard. Chef is excellent, everything is beautifully cooked. Excellent choice of daily specials. The meal was very good Glasses of water were much appreciated I have always been impressed with variety, quality of food, size of portions and helpfulness

and friendliness of staff. A friend and I frequently dine before a show - makes a special treat.

So nice to be able to have a nice meal before the show The standard of food and it's production and presentation is of the highest standard. The

same can be said of all the catering staff in the front of house. We love coming here to eat, the food is delicious Choice and Quality of Food & Drink (negative) It would be nicer to have a variety of potatoes. Meat portion could be smaller and everything needs to be much hotter. Would rather not have cartons of UHT milk with coffee - tea seems to have 'real milk'. Steak and kidney puddings were only warm rather than hot. On this occasion, the food unfortunately was not up to usual standard. Would like to see a better choice of white wine. The general quality is not very good.

Appendix 1 - Comments

Car Parking I have mentioned disabled parking on several occasions and I am grateful for increased spaces. Value for Money good value for money We think that the value for money and quality of service is an added bonus to the pleasure that we always have on our visits to this lovely

theatre. We are so lucky. General Comments (positive) Excellent Friendly & Efficient service Good fun - totally confused! Have always found it very good in all aspects. Have used on several occasions and found it very good. Having used it for the first time - very pleased Very good thank you (4) Very satisfactory We are always very impressed by the standard of service offered by staff at The Hawth. We enjoyed the evening very much We really like this venue and always eat in the cafe before a show or concert Suggestions Have a tall stand for table number so that waitress can find the table more easily. New Chef Staff Enjoyable, efficient, courteous staff, More bar staff needed at popular shows Choice and Quality of Food & Drink It would be nice to have a selection of potatoes good food in pleasing surroundings. Hope the concert is as good. The menu showed small bottle of wine - one was Aimery Chardonnay but we received Aimery Merlot, which wasn't on offer, which suggests

an error on the menu. Other than that the meal was very good. Well Done. There were problems with the pumps at the bar - too much gas General Comments (positive) An excellent service overall Very good choice