Caffè Nero is obsessive about making a positive difference in people’s lives and one way they achieve that is by delivering the best experience for each and every customer who walks into their stores.
At Yumpingo, we’ve been helping them to achieve that.
“Having Yumpingo in place gives us the confidence to make key decisions." - James Flett, Marketing Director, Caffè Nero.
“Our goal is to deliver the best experiences in each and every one of our coffeehouses: every coffee we make and every customer we serve. Yumpingo helps us to achieve this day after day.” said - James Flett, Marketing Director, Caffè Nero.
“We now have a much higher level of confidence in understanding what’s driving customer experience. And that’s right across the coffee, food and service delivery,” James added.
“Before working with Yumpingo, we were receiving an overall feedback score that wasn’t any near granular enough for us to be clear about what specific actions were needed to deliver the best experience for our customers.”
When the team at Caffè Nero started talking to Darren Jackson, Yumpingo’s Commercial Director, they were looking for that granular feedback data, but to have it coupled to industry expertise from Yumpingo to develop their service performance.
“Yumpingo delivered that, and moved us closer in terms of understanding what customers were experiencing across our 600+ coffeehouses,” James continued.
“Thanks to Yumpingo, we now have an agile survey with an intelligent dashboard and a team that supports and identifies where we can make changes.”
“So we have individual product analytics at a granular level which helps with menu optimisation, and sales opportunities. And greater clarity on what’s driving the customer's experience.”
Being able to see product scores from the surveys, and using that to enable teams to see what will have the greatest impact on NPS and sales has, “without a doubt, made a difference.”
And importantly, they can now track individual store performance to see how they deliver against the brand promise and service pillars.
James explained the need to keep developing your service and listening to customers: “What customers want from coffee shops is always evolving. Using Yumpingo across all of our venues, we're identifying those evolving needs and keeping a strong brand and beyond.”
“Having Yumpingo in place gives us the confidence to make key decisions and we’re looking forward to further developing our partnership.”
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Want to find out more? Book a meeting with the Yumpingo team today yumpingo.com/demo
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