CGA has joined forces with leading technology expert Yumpingo to launch ‘We Hear You’, an initiative, backed by UKHospitality, to gain consumer feedback on the safe reopening of the country’s pubs, restaurants, hotels and bars.

As the hospitality sector prepares for its 4th July reopening, key industry experts have collaborated to provide an integrated digital network that will provide swift and clear feedback, allowing consumers to rate their experience of sites’ safety and hygiene measures to help the market return, safely and ultimately profitably.

As well as giving operators instant feedback, all data gathered through the free-to-use service will be collated to provide UKHospitality, the country’s leading industry body, with valuable insight to inform Government and also provide the wider market with a sector benchmarking tool.

The We Hear You platform, developed by Yumpingo in conjunction with CGA’s insight expertise, will integrate seamlessly with digital check-in and major order and pay systems to provide instant feedback on how guests feel about the new safety protocols.

“We have been working closely with the Government on what’s necessary to reopen up the hospitality sector safely and reasonably with minimal logistical or data challenges,” UKHospitality Chief Executive Kate Nicholls said. “Developing such a workable system has required active expert collaboration across the sector, the launch of this digital feedback solution will be an important confidence-building measure.”

Chris Hill, former CEO of The New World Trading Company, who is leading a new committee being set up to run the initiative, said: “As we phase our openings to guarantee the safest and best experience for both our teams and our guests, we’ve worked closely with UKHospitality, Yumpingo and CGA to align on the right measures and partners - focused on health, safety and wellness. Digital check-in, contactless ordering, cashless payments, along with real-time guest insights will all enable us to ensure guests leave happy and come back for more. People are hungry for social experiences and we need to make sure it’s special. It has never been more critical to have feedback on our customers' comfort and happiness.”

On initiating this industry-wide digital gateway Gary Goodman, CEO and Founder of Yumpingo said: “Flexibility, agility and speed to adapt to a changing market and consumer has never been more important. How restaurants deliver change to ensure their customers are safe and happy will not just dictate their success, but the ability for the sector to reboot as a whole. The faster we can share best practice, the more able the industry will be to engage and delight customers to drive repeat visits for the benefit of all.”

CGA will be integrating questions from its Consumer Pulse survey into Yumpingo’s 1-minute instant review platform and help analyse and benchmark the data insights across the sector.  “CGA is excited to be involved in this initiative, working alongside Yumpingo and other technology providers. Our role is to provide the analytical expertise and resources to ensure the consumer data being collected can be turned into valuable and actionable insight for operators right across the market,” said CGA Group CEO Phil Tate.

To get involved, visit the We Hear You section of the Yumpingo website.


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