Drake & Morgan - Customer Service Proposition


About the brand

Drake & Morgan operates 9 bars across the London: The Refinery, The Fable, The Happenstance, The Anthologist, The Drift, The Folly, The Parlour, Refinery Regent’s Place and King’s Cross and has been highly successful to date.

Drake & Morgan Bar

The Challenge/Task

Drake & Morgan had successfully rolled out seven bars across London, when it wished to further optimise and develop its service proposition to differentiate itself from the highly competitive market in which it operates in London. Pragma was commissioned to evaluate the service proposition in these bars, and to create a roadmap to ensure that service is consistently executed to a high standard.


  • Redefining Operations Managers’ roles
  • Reviewing the bonus structure to incentivise customer service
  • Consolidating internal communications to give managers more time on the floor
  • Developing KPIs and a framework for monitoring service standards in the future
Pragma helped us with the strategic direction of our training programmes and they’re starting to get embedded into the business
— Jillian MacLean, Founder

The Result

Pragma delivered actionable recommendations for optimising customer service across Drake & Morgan venues, taking into account the needs of the customer, internal team culture and personnel requirements, and ongoing monitoring to maintain high standards. The business has since opened two more bars which have proven to be very successful.