Results:
+18 Point NPS Increase
+24% More Happy Guests
-25% Less Unhappy Guests
8 Months
6 Locations
Overview:
Before Yumpingo, Vinoteca’s customer feedback provider wasn’t capturing enough data to make any significant impact to their business.
Since switching to Yumpingo, Vinoteca has been able to make dramatic improvements across all of their venues.
Yumpingo’s ability to create informative, insightful reports for all levels of the business has helped to drive improvements across the whole business.
Vinoteca have seen an NPS point increase of +18 and have dish-level feedback helping drive their menu development strategy with a higher degree of confidence. With the customer’s experience feeding into the heart of everything they do.
Challenges:
– Traditional, outdated guest experience measurement methods
– Difficulty scaling guest feedback, making it hard to implement changes
– Lack of insights into customer feedback data
– Couldn’t track their online marketing efforts
‘Without Yumpingo Data, You’re Just Guessing’
Before using Yumpingo, Vinoteca were using traditional methods of capturing data and customer feedback and discovered they were not able to make any business decisions which were based on substantial dish-level and customer feedback data.
Yumpingo’s Customer Experience Management Platform has been transformational for the team at Vinoteca. Now they’re able to build a concrete menu strategy, in line with customer feedback data.
Paul Young, Head of Marketing at Vinoteca said, “Without data, you’re just guessing. So you can use Yumpingo to confirm those guesses or prove you were wrong, before you roll out expensive changes across your sites. That’s how we form our strategy with the menus, with our service style and our steps to service.”
By having dish-level data and insights across their venues, Vinoteca now has the confidence to make data-led decisions that have a positive impact on the overall customer experience.
New Technology Now Embraced By Teams
The teams at Vinoteca were initially cautious about implementing Yumpingo across their sites. They were concerned that the software was overseeing them and being used against them. With the successful roll-out, with Yumpingo’s customer success team working alongside Vinoteca management – this is no longer the case at all.
All of the teams at Vinoteca now have full confidence in Yumpingo and understand the positive impact it has had on their businesses. Paul Young, Head of Marketing at Vinoteca has seen a significant transformation and positive changes across his team’s motivation and engagement with the software.
Paul said: “The biggest change is that they’re interested in the results. They ask ‘What’s our score?’ and ‘Has it improved?’ This means we know that they are thinking about it day-to-day. The teams also were given complete transparency into the reasoning behind introducing Yumpingo to the business.”
He added: “What we’ve tried to do is to make sure that we’re being as open as possible with the data that we’re providing back to our team. We’ve really seen that kind of progression as we go along. The GMs in particular have changed their mind-set, essentially.”
Transformational Insights For Marketing & Ops Teams
Since implementing Yumpingo’s Customer Experience Management Platform, the marketing team at Vinoteca has been able to get proof on their hunches around the marketing of certain menu items. This has led to the customer feedback data directly helping their marketing strategy, so they can track ROIs. Something becoming even more critical during a period where energy and food pricing is coming under more and more scrutiny.
“From the marketing side,” Paul went on, “it means, whereas in the past I could say ‘In the summer we’ll sell more of this and more of this’ and that ‘I think that the cheeseboard is not hitting the mark’, and people could disagree with me. However, now if I say that 200 customers have said that, then it reinforces that point.”
Yumpingo has also had a significant impact on the operations at Vinoteca.
“What operations really need is to walk into every site at the beginning of every week, for their weekly catch-up, and have a structure to what they’re talking about with their teams. And to have actual points of reference in the feedback data. Now with [Yumpingo] they do actually have that data to back up their guesses,” Paul said.
Using Customer Feedback In Menu Development
The menu development and engineering process at Vinoteca has had a significant overhaul. Dish-level feedback has given them valuable insights when they’ve wanted to make menu changes, which would be financially beneficial to the business.
With these insights Vinoteca have also seen dramatic improvements in their food scores.
“We’ve dropped dishes because of Yumpingo.” Paul Young, Head of Marketing at Vinoteca explained. “Some of these dishes have been on the menu for years, but we decided to remove them after looking at the data. And that’s because they’ve had sustained negative feedback in Yumpingo that we haven’t noticed from anecdotal feedback on site, because it’s not necessarily been bad enough for people to speak up about it.”
Paul added: “We’ve also tweaked dishes and seen the scores improve almost overnight. We’ve used it to inform customers every time we change the menu. So our executive chef looks at what happened in the last season and what types of dishes people liked and has built new offerings from that.”
Their Story:
Created by Elena Ares, Brett Woonton and Charlie Young, Vinoteca combines distinctive, high quality wines alongside well sourced, fresh, seasonal food. They source exciting wines & other drinks with interesting stories, from all over the world, with an ever-changing selection of 25 wines by the glass.
Their award-winning list of 200+ wines changes twice a year to ensure they offer the very best in quality and variety.
Each Vinoteca has its own wine shop where their wine can be found at competitive retail prices, and their entire wine list is available to order from our online shop with nationwide delivery.
