Nando’s Rolls Out Yumpingo To Optimise The Guest Experience In-Store And Off-Premise

Nando’s Rolls Out Yumpingo To Optimise The Guest Experience In-Store And Off-Premise
B&T Magazine
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Yumpingo, a guest experience management platform for hospitality, has announced a strategic partnership with Nando’s.

It will involved the roll out of their guest experience management solution across all locations in the UK, Australia and New Zealand, meaning they can leverage Yumpingo’s proprietary one-minute review to capture in-the-moment guest sentiment through every digital and in-store customer journey.

Yumpingo’s omnichannel method of capturing customer satisfaction empowers the brand to track NPS at brand, region, location, dish, and shift level to make improvements over time and drive consistency across operations, from customer greetings to order accuracy with on- or off-premise operations.

Nando’s UK initially piloted Yumpingo in July 2020, integrating with Vita Mojo, their order and pay provider, before rolling out to all 450 UK locations later that year.

In the three months following the roll out, Nando’s UK received over 350,000 guest reviews that led to significant improvements in food and service with specific impact to off-premise dining, resulting in a 15 point improvement in its Net Promoter Score (NPS).

On the back of this success, last month the team at Nando’s rolled out Yumpingo in all 193 locations across Australia and New Zealand.

Gary Goodman, founder and CEO at Yumpingo (pictured), said, “Nando’s and Yumpingo share a common vision to enable hospitality teams to serve more happy guests every day. Working with best-in-class innovative brands like Nando’s is accelerating how we do this, by mapping real-time guest satisfaction data to business outcomes to make confident adjustments by shift or at scale, by brand and territory.”

Amanda Banfield, CEO for Nando’s ANZ, said, “In the first month of turning on the Yumpingo platform we are already seeing a step change in guest analytics and live NPS. 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.”

Commenting on the partnership with Yumpingo, Rob Papps, Group CEO at Nando’s Group Limited, said, “Yumpingo has delivered Nando’s a turnkey guest experience management solution, enabling our markets to make better decisions with more certainty through the real-time eyes of our guests. Together we are entering a new era of being able to optimise every guest experience with greater confidence and speed than ever before.”

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