Case Study

New World Trading Company’s Path To Increased NPS And Revenue

Their Story

Founded in 2011, the New World Trading Company boasts 28 restaurants and bars across England specialising in traditional cask and craft beers, innovative cocktails, and all-day menus of homemade food, with live music every night.

Challenges

  • Traditional, outdated guest experience measurement methods
  • Difficulty scaling guest feedback, making it difficult to implement changes
  • Lack of insights to engage neutral guests and convert them to brand advocates
  • Needed to maintain brand standards while the company grew

Solutions

  • Yumpingo Guest Experience Management

Results

  • More Happy Guests (%): 9.5
  • NPS Increase (Points): 12.5
  • Time Period (Months): 12
  • Number of Reviews: 49,945
  • Number of Locations: 28

Video

Download this case study to see how you can get similar results:

What Yumpingo enables us to do is marry review data alongside the sales data to capture feedback from the silent majority and use that information to better the experience for our guests.

– JON TOWSEND, STRATEGIC PLANNING MANAGER, NEW WORLD TRADING COMPANY