Australia launch follows UK roll out that achieved a 15 point increase in NPS in 12 weeks.
Yumpingo announced a strategic partnership with Nando’s, the home of legendary, Afro Portuguese flame-grilled PERi-PERi Chicken, to roll out their customer experience management solution across all locations in the UK, Australia and New Zealand (ANZ). Both markets are now able to leverage Yumpingo’s proprietary One-Minute Smart Surveys to capture in-the-moment guest sentiment through every digital and in-store customer journey using integrations with online ordering and payment partners.
The pilot and integrations
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 rollout, Nando’s UK received over 350,000 guest reviews that led to significant improvements in food and service with a specific impact on off-premise dining, resulting in a 15 point improvement in its Net Promoter Score (NPS).
Expanding to Australia
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.
“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,” shared Amanda Banfield, CEO for Nando’s ANZ.
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. The Nando’s brand has 1,200 restaurants in 22 countries.
Commenting on the partnership with Yumpingo, Rob Papps, Group CEO at Nando’s Group Limited, said,
“Yumpingo has delivered Nando’s a turnkey customer 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 customer experience with greater confidence and speed than ever before.” Rob Papps, Group CEO at Nando’s Group Limited
Gary Goodman, founder and CEO at Yumpingo, added;
“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. “
Yumpingo is a next-generation customer experience management platform that empowers hospitality teams to make high-impact decisions with unique clarity, confidence, and speed. By capturing live guest feedback across every dish, shift, server, location, and channel, Yumpingo enables brands to “get it right the first time” by delivering intuitive, powerful insights that drive specific and measurable improvements across their business. Leading brands including Nando’s, YO!, New World Trading Co, Burger & Lobster and The Restaurant Group, utilise Yumpingo to innovate their menus, maximise margins and empower front-line teams to execute their best food and service every day. Learn more at Yumpingo.com.