PizzaExpress
Driving the culture for putting customers at the heart of the business
PizzaExpress story
One of the most remarkable and impactful entrepreneurs and philanthropists of recent times, PizzaExpress Founder Peter Boizot threw open the doors of the first PizzaExpress on Wardour Street, Soho, in 1965. With it, he revolutionised the UK restaurant scene forever, bringing casual dining to the high street.
Challenges
-
Engagement
PizzaExpress had a customer experience programme in place before HGEM, but it was inflexible and there was very little engagement with it from the managing teams
-
Feedback volume
The volume of feedback they were getting from the previous supplier wasn't high enough to allow for meaningful analysis
-
Review Responses
Responding to reviews wasn't part of the culture and PizzaExpress wanted to change that
Solutions implemented
We worked very close together with the PizzaExpress Insight team to design a programme that would help the team reach their goal of transforming the culture, and implemented:
-
Guest Feedback Survey
Enabling PizzaExpress to collect a high volume of data that informs business change, designed to look and feel as an extension of the brand.
-
Review Management
Allowing managers to see reviews across multiple platforms in one place and to respond quickly with customisable review response templates
Supportive measures
-
Integrated Vouchers
Incentivising customers to submit feedback
-
Customer Complaints
Integration with Zendesk was set up to trigger an alert to the customer service team when a negative feedback came through
-
Manager Buy-In
In order to ensure manager buy-in and engagement with the new programme, we created a comprehensive internal launch and training plan, introducing the new programme gradually across several months
The Outcome
Six months after launching with HGEM, PizzaExpress have seen their goal of transforming the culture come to life.
-
200% increase in feedback volume
-
57% more reviews
-
Average Google Rating
has increased by 0.25 across venues
-
1% > 84%
The difference in review response rate
-
Engagement
Managers and operations teams are highly engaged as they can see the value having access to the data is bringing to individual sites and areas.
-
Since we launched our guest experience management programme with HGEM, we have transformed the culture and the way that PizzaExpress listens to customers.
Stephanie Farrow | Head of Strategy and Insight
Watch the video
The wonderful PizzaExpress team share their thoughts and experiences working with HGEM
