Restaurants operating under licence from Marco Pierre White have experienced a 13-point increase in their NPS scores between January and September 2018.
Forming part of the chef’s Black and White Hospitality business, the rise is a clear demonstration of the company’s commitment to continually improve its customer experience as it enters a period of substantial growth.
The business, which was founded by Nick Taplin and Marco Pierre White and has a growing group of 46 franchise restaurants, has driven up its scores by using Feed It Back’s platform to encourage and analyse post-meal feedback from bespoke surveys.
By adopting a data-driven approach to informing its business decisions, Black and White Hospitality was able to understand and address commonalities in feedback to enhance its customer experience. Thanks to this data-driven approach, it has experienced a 10% increase in guest revisit intention.
Shaun Cremins, Brand Director, Black and White Hospitality, said, “We’re a forward-thinking business that invests heavily in our people and proposition to provide memorable customer experiences. These statistics clearly demonstrate that passion, persistence and training does translates into happy customers if you are willing to act upon the data in front of you.
“Every business is sitting on a wealth of data that, when unlocked, can make a substantial difference to the overall outlook of the business. By working with Feed It Back we have been able to truly understand what people really think about our business.
'The magnitude of data they provide us has given us the insight we need to continually improve our guest experience and maintain standards as we look to undertake a period of substantial growth.”