NEW PRODUCT: Develop Your Hospitality Brand with Customer Research

All businesses strive to do two things; develop their brand, and deliver that brand promise to a high standard for every customer. 

Yumpingo is known for providing in-the-moment feedback focused on helping hospitality businesses deliver their brand promise, and implement a culture of continuous improvement. 

Our insights help them optimize food, drinks, service and stays to deliver great customer experiences.

Customer Research

We've launched our new Customer Research feature to develop your brand and uncover the demographic trends and motivations of your customers.

Yumpingo’s Customer Research lets you understand your customers, their behaviors and motivations so you can design better services, enhanced marketing strategies, and. benchmark yourself against the competition and make better business decisions.

Enhance Your Market Research with Yumpingo

Yumpingo offers a comprehensive suite of options for running insightful market research

1. Customer Research - Uncover the demographic trends and motivations of your existing customers.
   
   
2. Industry Research - Measure your brand in the context of the wider market by surveying consumers from across our network.
   
   
3. In-the-moment Research - Ask market research questions within our in-the-moment feedback surveys for metrics that need hourly, daily or weekly tracking.
   
   

3 Market Research Services Compared

Case Study: Launching High Engagement Customer Research

Yumpingo’s smart surveys have always been easy to adapt to the unique needs of brands, from Nando’s in Australia, Texas Roadhouse in the United States, to Caffè Nero in the UK. But our guest feedback surveys had always been used specifically for in-the-moment feedback, capturing customer insights immediately after the experience. 

A client approached us to see if our product could be adapted to collect monthly marketing insights on their guests. They had been using an existing supplier, but they were concerned with the survey experience for their customers and targeting limitations created inaccuracy.

As we worked with the client to create a prioritized statement of work it became clear that the ability to effectively select and target the respondents was key. The previous supplier could only target people that had visited a restaurant in the past 90 days, but by using emails collected through Yumpingo reviews and WiFi checkins, Yumpingo was able to target specific groups and focus on only the most recent visits.

The review surveys were adjusted to ask the specific questions the client wanted, (for example there were no food or drink item reviews collected, which is the part of the in-the-moment feedback survey Yumpingo is most known for) with each question optimised to collect key information in an engaging way for guests. 

Yumpingo's Customer Research was implemented across 50 of the brand's 300+ venues, distributed by email and SMS, to compare directly against the previous supplier. The service was simple to set-up and easy launch, which alleviated another concern of the brand’s. 

In the tests, the more customer friendly Customer Research surveys almost doubled  engagement, with a 17.6% response rate compared to just 9.7%.

The final benefit for the brand is that now their Customer Research and in-the-moment feedback are collected in the same system and can be directly compared for additional insights. 

With improved questions, increased engagement and a successful test, Yumpingo Customer Research is now being rolled out across the group.

Target and Discover With Customer Research

• How your customer interacted with you (dine-in, takeaway etc.)
• Customer demographics (age, gender, income)
• Customer locations
• Visit recency
• Customer motivations and choices
• Test loyalty program ideas
• Trail new marketing ideas
• Assess ideas to improve return rates

& compare these factors to guest responses

Features of Yumpingo’s Customer Research

• Flexible surveys designed for restaurants and hotels. 
• Choose from a range of pre-built questions and surveys, designed by our experts to uncover what matters most to your brand, or design your own survey to get to the heart of what you need to know.
• Select specific sample groups of customers and use time-bracketed survey periods to effectively target your questions.
• Enable through your existing tech stack (including Loyalty, Bookings, WiFi and in-the-moment feedback). 
• Feed the data into your Loyalty/CRM system to improve customer profiles.
• Fast and easy to set-up and simple to use, with no training required. 
• Use review personalization to increase customer engagement. 
• Have your insights delivered to you pre-analysed to your requirements, with actionable solutions ready to go.
• Survey your customers across multiple channels such as emails, SMS and in app. 

To find out more about how Customer Research will deliver your brand promise contact us using the form below.