One-minute guest feedback system adopted to drive NPS lift at Nando's

New platform that helps Nando's UK improve its Net Promoter Score by 15 points is adopted in Australia and New Zealand

A one-minute customer feedback system that helped drive a 15-point Net Promoter Score (NPS) improvement across Nando’s UK operations has now been rolled out across Australia and New Zealand.

The QSR partnered up with guest experience feedback platform provider, Yumpingo, last year to adopt its solution across operations initially in the UK. The tech enables the brand to conduct a quick one-minute guest review as part of an on-premise or digital customer journey, picking up real-time sentiment. The omnichannel method of capturing customer satisfaction is designed to help track NPS at brand, region, location, dish and shift in order to inform operations and customer interactions.

The Yumpingo platform was integrated with Nando’s order and pay system from Vita Mojo and piloted in July last year before being rolled out to 450 UK locations over the second half of 2020. Within three months, Nando’s said it had gathered 350,000 guest reviews online and in-store, informing a host of improvements to food and services and importantly across off-premise experiences. The result was a 15-point lift in NPS.

Credit: Yumpingo


The solution has now been rolled out across 193 locations in A/NZ. Nando’s A/NZ CEO, Amanda Banfield, said within the first month of turning on the Yumpingo platform, the company is already seeing a “step change” in guest analytics and live NPS reporting.

“Our Nandocas in every territory are now empowered to make better decisions on food and service execution, supporting our commitment to welcoming everyone to our table and delighting them with an exceptional customer experience,” she said.

Nando’s Group CEO, Rob Papps, said the turnkey guest experience management solution is enabling markets to make better decisions and with more certainty based on the insights gleaned from guests.

“Together we are entering a new era of being able to optimise every guest experience with greater confidence and speed than ever before,” he added.

The quickpulse surveys can be accessed by scanning a QR code on a bag/sign/window at the cashier or in the online ordering process or through a pay at table device.

Don’t miss out on the wealth of insight and content provided by CMO A/NZ and sign up to our weekly CMO Digest newsletters and information services here. 

You can also follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, follow our regular updates via CMO Australia's Linkedin company page

 

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Latest Videos

More Videos

More Brand Posts

What are Chris Riddell's qualifications to talk about technology? What are the awards that Chris Riddell has won? I cannot seem to find ...

Tareq

Digital disruption isn’t disruption anymore: Why it’s time to refocus your business

Read more

Enterprisetalk

Mark

CMO's top 10 martech stories for the week - 9 June

Read more

Great e-commerce article!

Vadim Frost

CMO’s State of CX Leadership 2022 report finds the CX striving to align to business outcomes

Read more

Are you searching something related to Lottery and Lottery App then Agnito Technologies can be a help for you Agnito comes out as a true ...

jackson13

The Lottery Office CEO details journey into next-gen cross-channel campaign orchestration

Read more

Thorough testing and quality assurance are required for a bug-free Lottery Platform. I'm looking forward to dependability.

Ella Hall

The Lottery Office CEO details journey into next-gen cross-channel campaign orchestration

Read more

Blog Posts

Marketing prowess versus the enigma of the metaverse

Flash back to the classic film, Willy Wonka and the Chocolate Factory. Television-obsessed Mike insists on becoming the first person to be ‘sent by Wonkavision’, dematerialising on one end, pixel by pixel, and materialising in another space. His cinematic dreams are realised thanks to rash decisions as he is shrunken down to fit the digital universe, followed by a trip to the taffy puller to return to normal size.

Liz Miller

VP, Constellation Research

Why Excellent Leadership Begins with Vertical Growth

Why is it there is no shortage of leadership development materials, yet outstanding leadership is so rare? Despite having access to so many leadership principles, tools, systems and processes, why is it so hard to develop and improve as a leader?

Michael Bunting

Author, leadership expert

More than money talks in sports sponsorship

As a nation united by sport, brands are beginning to learn money alone won’t talk without aligned values and action. If recent events with major leagues and their players have shown us anything, it’s the next generation of athletes are standing by what they believe in – and they won’t let their values be superseded by money.

Simone Waugh

Managing Director, Publicis Queensland

Sign in