The latest data from the We Hear You campaign, an initiative driven by Yumpingo, CGA and UK Hospitality to help the industry navigate the ‘new normal’ by using guest feedback, reveals that 80% of guests felt reassured by their dining experience to visit the same venue again.
The latest data sets, which pool responses from 114,424 guests across 943 different venues, span from the reopening of the industry on 4 July to the conclusion of the Eat Out to Help Out (EOTHO) scheme on 31 August.
Encouragingly, 95% of guests were satisfied with the cleanliness of the venue they dined at, and 88% were pleased with how the staff followed hygiene practices.
With the Government’s announcement that it will be a lawful requirement for hospitality venues to take every guests’ details for the NHS Test and Trace programme, it is crucial that operators comply, as failing to do so will result in severe punishments in the form of fines or, in extreme cases, enforced closures. It is also vitally important that hospitality businesses continue to build on the positive guest experience delivered during EOTHO and do not jeopardise it by complicating the customer journey.
Yumpingo’s new guest engagement platform, Yumpingo Central, seamlessly connects all front-of-house digital services onto one personalised, fully branded mobile web portal, accessed by a single QR code. Through this touchpoint, guests can access information on menus; order and payment technology*; a comprehensive guest review platform; and, crucially, enter their details for the track and trace solution.
Gary Goodman, CEO, Yumpingo, said, “The We Hear You campaign has given us some fantastic insights into exactly what is required to help hospitality businesses and their guests navigate the current market. COVID-19 is a dynamic situation which requires businesses to continually grow and adapt their services and procedures, such is the case with the Government’s announcement making it mandatory to collect every guests’ contact details under its new track and trace protocol.
“Taking into consideration the ever-evolving wants and needs of guests, it’s clear that concise communication between the two parties is more important than ever to delivering a quality experience. We know from our insight, that guests crave simplicity, and the operators who capitalise on the track and trace system best, will be the ones who harness its ability to gather information for marketing and engagement purposes, without sacrificing the customer experience by providing one single QR code for all their front-of-house digital services.”
(source: Yumpingo, image: pexels)