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

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