TGI Friday’s Partners with Customer Engagement Platform
British restaurant intelligence platform Yumpingo has launched in the United States with TGI Friday’s, introducing its real-time customer engagement and data analytics technology in restaurants across nine states.
Restaurants using Yumpingo receive more than 7,500 at-table food, beverage and service reviews per location per month, according to the company. Yumpingo is already used by many notable UK restaurant businesses including Mitchells & Butlers, Jamie’s Italian, Bill’s and Wahaca. Guests complete a one-minute review at the end of the experience, either on Yumpingo devices, which replace traditional check presenters, or on their own device.
Up to 66% of guests share their opinions without any incentive and 20% leave an email address. This volume and granularity of live customer sentiment allows brands to understand every facet of the customer experience, identify what needs to be fixed, develop specific actions and measure improvements.
Yumpingo will now be used by TGI Friday’s to optimize menu development and execution of food, beverage and service at store, shift, kitchen and server level.
“The restaurant industry has traditionally relied too much on gut feel, antiquated spot check surveys and misleading online reviews to track and optimize guest experiences, with a tiny proportion of real customers ever feeding back on their experience,” said Sherif Mityas, Chief Experience Officer at TGI Friday’s. “We know technology can solve this. Yumpingo's platform is a real-time solution which taps into the silent majority of our guests, giving the entire TGI Friday’s team complete certainty of how to optimize customer satisfaction with our people and our product.”
Since using Yumpingo, British restaurant group BIRD has seen an 8.3% increase in comp sales in the first half of 2018, attributed to traffic gains resulting from improved product and service. Mitchells & Butlers, a UK operator of 1,800 restaurants, pubs and bars, saw NPS increases with an 18% jump in the number of customers promoting restaurants brands within just 4 months.
“Data is the most powerful asset we have to ensure we delight customers, optimizing their food and service and ensuring they come back time and time again for more,” said Mityas. “Yumpingo is a game changer for how restaurants are now able to use technology to optimize the complete customer experience.”