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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. ....
Collecting data effectively and using it intelligently can have a transformational effect on hospitality businesses. A huge advantage to businesses that take a digital approach is the amount of customer data at their disposal that provides them with vital insight into their customers’ purchasing habits and helps them target them more effectively with marketing campaigns. Prask Sutton, founder and CEO at Wi5 says the huge amount of data collected by mobile payment systems alone is already being used by operators to great effect. “Even something as basic as seeing which popular things are ordered together can help operators increase average transaction values by offering add-ons and creating offers,” she says. ....
Now though we’ve had time to think harder about how our businesses work and many pubs are bringing in money-saving equipment and software to help boost the bottom line. In the middle of the coronavirus pandemic pubs had to switch their businesses into more tech-focused operations for various reasons, but the main driver was the need for booking and payment systems. Countless apps rose from the nowhere and were taken up by desperate operators who needed solutions to problems they’d never encountered before – mainly ordering and paying from tables but also the need for more intelligent booking software. ....
It’s taken a pandemic, but hospitality operators are finally beginning to understand the power of digital and the wealth of data it generates Sadly, the industry will emerge leaner from the pandemic, but it has forced operators to embrace digital. This new-found understanding of how technology and intelligent use of the data it generates can improve both the customer experience and the bottom line will help many operators survive and hopefully thrive in the coming months and years. Mobile payments and ordering have helped operators serve customers safely and efficiently. But the technology has also opened the door for a new era of personalisation by way of digital menus. Imagine being able to tailor a menu for a particular time of day or occasion, or even a specific customer. ....
How the Zizzi and ASK Italian operator is mapping out its digital future By Finn Scott-Delany Azzurri IT and tech director Joel Robinson on the value of partnerships, building solutions in-house, and the holy grail of creating a single customer view. For Joel Robinson, it makes little sense creating artificial dividing lines between click & collect, delivery, customer marketing, order and pay. The IT and tech director at Azzurri, which operates the ASK Italian, Zizzi and Coco di Mama restaurant brands, believes it is all digital and that all falls under his remit at the Italian casual dining operator. Consistent with other tech leaders, Robinson s vision at Azzurri is to create a single customer view, which fuses together all the different digital touchpoints, with a transactional platform powering every channel to create a consistent user experience. Overhauling a digital strategy to make it more simple has not been without its comple ....