New campaign offers venues real-time customer feedback to help rebuild business

Guest insights platform Yumpingo has partnered with UKHospitality and CGA to launch ‘We hear you’, a new campaign to help the hospitality sector boost customer confidence and drive footfall.

The service, which is free for operators to sign up to, allows the real-time monitoring of customer sentiment via several methods, including QR codes, integration with wi-fi and order and pay platforms.

Customers complete a one-minute review on their experience, enabling operators to monitor and act upon consumer feedback on Covid-19 precautions and customer satisfaction.

In the first two weeks of opening, several thousand consumers have already provided real-time reviews of their experience, giving valuable insight for operators ahead of the government’s ‘Eat Out to Help Out’ scheme, to drive customer visits in August.

Responses from the campaign reveal that 94% of consumers who have visited pubs, restaurants and bars in England in the two weeks since reopening were satisfied with the safety steps in venues they visited, with 96% being likely to recommend a visit to friends and family.

65% of customers had visited more than one venue since the reopenings, and from the 4,866 customers who provided feedback, 52% felt that their experience was not compromised by safety precautions. Of those that felt their experience was compromised, 88% understood that the precautions were necessary.

The research confirms that the level of protection put in place by operators is an important factor when it comes to how confident consumers feel, with 77% of diners stating that they considered the precautionary measures being taken before visiting a venue, while nearly half admitted to pre-visit nerves.

The majority of those that have eaten out since establishments reopened have stuck to places they know well, with just 14% of consumers trying new places. However, 91% stated that their overall experience made them feel reassured enough to visit again.

Kate Nicholls, chief executive of UKHospitality, said: “We know the next six months will be crucial for hospitality and survival will depend on a concerted and joint effort from everyone within the industry.

“We’ve worked closely with the government to ensure safe venues upon reopening and the ‘We hear you’ tool, with help from operators, will ensure their customers are happy, comfortable and more importantly confident that the industry is listening and doing what it can to make them feel safe.”

Gary Goodman, CEO and founder of Yumpingo, added: “As an industry, we must unite to support 120,000 plus restaurants, bars and cafés in the UK to make sure the industry rebounds as quickly as possible.

“The sector responded brilliantly at the start of the pandemic, but the reopening phase now offers up a new challenge.

“We hope that ‘We hear you’ will not only provide customers with a sense of confidence, but will also relieve some of the pressure operators across the UK are facing with new guidelines and rules.”

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