Nando’s

Nando’s wanted to improve their in-store customer feedback channels. Their traditional feedback forms weren’t being completed often enough. And when they were, they then had to be laboriously transcribed into digital format.

Nando’s presented the problem to Plus Telecom and we instantly suggested WAP as the perfect solution. We quickly created a WAP site that customers could visit and complete an electronic feedback form using their phone.

Straightaway this increased the volume of feedback Nando’s received, since customers preferred the flexibility of interacting with their phone than with a printed form. But even with increased volume, time spent processing the feedback decreased since the data received was already in a workable digital format.

As well as the increased feedback, the WAP site also delivered another important benefit – a database of customer contact details. Since these customers were happy to interact with Nando’s via their mobile, it seemed sensible to ask if they’d like to receive future promotional text messages. So Nando’s opened another important communication channel with its customers.

Fun Club – MMS picture messages

The Nando’s Fun Club is a brilliant use of MMS picture messaging, aimed at the all important younger customer.

Promotional leaflets displayed on every Nando’s table encouraged children (or adults) to peel off a fake moustache, stick it on their face and then take a photo of the result with a mobile phone.

The image, along with the wearer’s name and a code identifying the individual restaurant, was then texted to Plus Telecom’s dedicated MMS short code. The Plus Telecom system identified the restaurant the user has sent the picture from by the code and then posted the image, along with the location of the restaurant and the customer’s name, on the Fun Club page on Nando’s website. Membership of the Fun Club included entry into a regular prize draw and special offers sent by text so customers can be targeted by promotional SMS on an on-going basis.