Ping Pong, the dim sum chain led by Jean-Michel Orieux, has become the latest group to partner with Empathica to create a customer experience management (CEM) programme.
The programme will enable the chain to gain feedback from hundreds of customers each month across its restaurants in the UK, US and Middle East.
The company currently operates 12 restaurants in the UK; one in the US, with further site secured; one in Sao Paulo, Brazil; and one in Dubai.
Hilary Culkin, HR director at Ping Pong, said, “Last year we held focus groups about our business, our service and quality. The feedback revealed that our overall service was good but inconsistent. We wanted to address this and selected Empathica due to the company’s expertise in providing CEM programmes in the hospitality sector. This is allowing us to get a true picture of our customers’ expectations.”
Ping Pong is also using the programme to incentivise its staff to provide an excellent service.
Culkin said, “We’ve introduced a customer ‘WOW’ incentive programme for our staff. A customer WOW is an initiative whereby customers who complete our surveys can recognise individual members of staff that went above and beyond their expectations to enhance their experience. It is not only hugely motivating for the team in itself but also the restaurant which gets the most customer WOWs relative to the number of responses in a week will get £100 incentive towards their own staff party.”
Ping Pong follows Caffé Nero and Giraffe in partnering Empathica to employ a CEM programme.
As part of the programme with Empathica, Giraffe will not only obtain feedback from its customers, but prompt them to share their experiences through social media, using Empathica’s GoRecommend application, which enables customers to recommend the restaurant chain to their friends via Facebook, Twitter or email.
Empathica is the leading CEM agency within the hospitality, retail and financial services sectors.
