Drake & Morgan - Customer Service Proposition About the brand Drake & Morgan now operates 23 bars with turnover of £49.7m to March 2018. The Challenge/Task When we started working with Drake & Morgan they had successfully rolled out seven bars across London, and they wished to further optimise and develop their 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. WHAT WE DID Redefining Operations Managers’ roles Reviewing the bonus structure to incentivise customer service Consolidating internal communications to give managers more time on the floorDeveloping KPIs and

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