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Actual Experience Plc

Case Study: Mitchells & Butlers

“Actual tells us two things: where to invest in infrastructure and what are the causes of poor user experience” Tony Bentham, Director of Business Change & Technology, Mitchells & Butlers

Mitchells & Butlers runs over 1650 pubs, restaurants, and hotels. It is the largest managed pub and restaurant chain in the UK. It has sales of approximately £2bn a year and employs over 40,000 people.


Due to the digital nature of its business ensuring high quality user experience is critical to the success of Mitchells & Butlers. Critical systems include:

  • Integrated Point of Sale technology in all its restaurants which incorporates ordering, table management, tills and payments, and take-away services through its websites.
  • Centralised systems for managing people, stock and waste and building management.
  • Central Reservations System is used by corporate clients as well as by the staff at the hotels.


Actual Experience PLC (LON:ACT), an analytics-as-a-service company, provide digital experience quality analytics services in the United Kingdom, the United States, Europe, and internationally.

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Disclaimer: Statements in this article should not be considered investment advice, which is best sought directly from a qualified professional.