Customer Stories: St Austell Brewery
Increased Transparency, Happier Teams, Better Service: How TiPJAR Helped St Austell Brewery Thrive
A Heritage of Hospitality, Powered by People and Innovation
Founded in 1851, St Austell Brewery is a proudly independent, family-run pub company that remains in the hands of the founding family today. With deep roots in Cornwall, their culture is built around complementing the unique character of the communities they operate in—whether that’s a coastal village in Cornwall, a bustling town in Devon, or vibrant cities like Bath and Bristol. Their pubs are more than venues; they are reflections of their surroundings, designed to offer authentic local experiences and foster a sense of belonging for both guests and team members.
This people-first approach extends to how they support and invest in their teams. From apprenticeship schemes and internal promotions to the recent implementation of TiPJAR, St Austell is committed to building a motivated and engaged workforce. Since rolling out TiPJAR’s digital tipping and tronc solution, they’ve already seen fantastic results. Service scores have improved across the board, administrative hours have been significantly reduced, and team members have shared positive feedback about the new transparency and visibility of their tips. It’s clear that TiPJAR has delivered a strong return on investment, helping St Austell reinforce their values of fairness, trust, and team empowerment.
£87k+
Monthly average tronc distributed through TiPJAR
£300k+
In National Insurance rebate through The Tronc Advisor
£13k+
Per month in National Insurance Contribution savings
4.5%
Increase in overall guest satisfaction rating since implementing TiPJAR
2000+
Admin hours saved per annum across the estate
An increase in all aspects of guest satisfaction
How Supertronc Helped St Austell Save £15K a Month in NICs and Stay Compliant
Before partnering with TiPJAR, St Austell Brewery managed their tronc manually through payroll. While this traditional approach got the job done, it often left the business exposed to human error, delays, and growing frustrations, both from team members unsure about how their tips were calculated, and from managers spending valuable time trying to get it right each week. Any issues had to be handled internally, taking up valuable operational time and creating additional pressure on the team.
Since implementing Supertronc, the entire process has been transformed. Tip and tronc distribution is now fully automated, removing the administrative burden and ensuring consistency and accuracy every time. Team members benefit from increased visibility and can see and manage their own tips with complete transparency, helping to build trust and engagement across the estate.
On top of that, St Austell are now running a fully compliant tronc scheme with complete confidence, something HMRC also recognises. Before TiPJAR, the business was paying unnecessary National Insurance Contributions on tips, but with Supertronc in place, those costs have been eliminated, saving over £15,000 every month that can now be reinvested into the business. And with new tipping legislation now in effect, the St Austell team has full peace of mind knowing they’re 100% compliant at every site.
Working with the best of the best
TiPJAR seamlessly integrates with workforce management systems and EPOS solutions to collect all the essential data needed for efficient and accurate tronc distribution. By working closely with platforms like Zonal and S4labour, both used by St Austell Brewery, TiPJAR ensures that every aspect of tronc management is fully streamlined and hassle-free.
With reliable, real-time data at their fingertips, businesses can focus on delivering exceptional service, while TiPJAR takes care of the complex calculations behind the scenes.
Thanks to these automations, the St Austell team has saved over 2,000 hours, freeing up valuable time to focus on what really matters.
DRIVING Positive feedback
In the six months since implementing TiPJAR, St Austell Brewery has experienced a significant uplift in service-related performance, as reflected in their online reviews. Using data gathered through Sentiment Search, the brewery has seen either a consistent or increased number of positive mentions in key categories such as friendliness, staff, attentiveness, and efficiency. These are the kinds of touchpoints that make or break the guest experience—and they’re all directly influenced by team engagement.
This improvement highlights a crucial insight: when team members feel valued and know they’ll be rewarded fairly for going above and beyond, they deliver better service. With TiPJAR in place, tips are transparent and fairly distributed, giving staff real ownership over their earnings. That visibility not only boosts morale but creates a culture where great service is recognised and rewarded. In short, happy team members lead to better customer experiences, which in turn drives increased sales and long-term profitability for the business.
National insurance rebate from the tronc advisor
Upon signing with TiPJAR, St Austell Brewery were introduced to The Tronc Advisor, a leading expert in HMRC-compliant tronc schemes. Andy from The Tronc Advisor worked closely with the team to review their historical National Insurance contributions and identified significant overpayments made on tips under their previous system.
Thanks to this collaboration, St Austell were able to reclaim a National Insurance rebate covering up to six years, unlocking over £300,000 in savings for the business. With TiPJAR now in place, the brewery not only runs a fully compliant and future-proof tronc scheme, but also benefits from valuable financial gains that can be reinvested across their estate.
Transforming Tipping and Service: The Impact of TiPJAR at St Austell Brewery
We’re thrilled to have partnered with St Austell Brewery to transform their tipping and tronc system. Since implementing TiPJAR, they’ve streamlined their operations, improved team engagement, and brought much-needed transparency to the tipping process. Staff now have real-time visibility of their tips, which has led to a noticeable boost in service levels and overall employee satisfaction.
In just six months, St Austell has saved over 2,000 admin hours a year, freeing up their team to focus on delivering great service. They’ve also seen a 4.5% increase in satisfaction scores across their reviews, showing the real impact TiPJAR is having on both their team and customer experience. We’re proud to continue supporting St Austell as they maintain their commitment to fairness, transparency, and excellence in hospitality.
Ready to take the next step?
Are you ready to enhance employee satisfaction, boost retention rates, and optimise tip distribution in your hospitality business? Take the first step towards achieving these goals with TiPJAR. Our innovative platform empowers businesses like yours to create fair and transparent environments while maximising staff earnings. Don’t let outdated processes hold you back – schedule a demo today to see how TiPJAR can revolutionise your operations and elevate your team’s success!
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