California Pizza Kitchen Partners with Yumpingo to Harness the Power of Instant Guest Feedback
CPK piloted Yumpingo at three flagship restaurants in the Los Angeles market beginning in August 2019. The impressive results prompted CPK to green light the platform’s signature one-minute review for national rollout to all 181 U.S. CPKs in the first half of 2020 starting this February.
The Yumpingo platform engages guests in a one-minute digital conversation at the check presentation step of service using a POS-integrated CPK-branded device. Guests can rate each menu item they have ordered as well as their overall experience while providing insightful comments on their visit.
Yumpingo delivered over 93,000 in-the-moment responses from consumers visiting the three pilot CPK locations since the mid-August launch with data ranging from over 18,000 NPS answers to 500 reviews. Mike Mader, SVP of Global Strategy, Planning and Transformation at CPK, led the pilot as part of a guest experience project and championed its adoption.
“We’re laser focused on delivering an exceptional guest experience,” said Mr. Mader. “Yumpingo gives our guests the ability to provide feedback in real time so we can best celebrate what’s working well while also quickly addressing where we have opportunities to improve the guest’s experience. This is providing real-time insights at scale and unparalleled speed that’s allowing us to up our game in delivering best-in-class hospitality.”
Yumpingo’s collected data is distilled down into meaningful insights that provide management (at site, regional and corporate levels) with the visibility to make informed decisions about how best to optimize the guest experience at the menu item, service, site, menu or concept level.
Gary Goodman, CEO of Yumpingo, celebrates the partnership: “CPK is no stranger to innovation and saw the power of giving its guests a direct and seamless channel to provide feedback through our instant one-minute review. To gather so much meaningful insight from just three sites means that our partnership will give CPK unprecedented reach into the preferences of its guests and enable its teams to feed more happiness across their entire system.”
“The future of the industry belongs to changemakers who recognize technology as a means to enhance the guest experience,” Mr. Goodman continued. “We’re excited to partner with a brand that shares our same vision of hospitality.”