ORC International's Approach Helps Famous Sushi Chain Clock Up Six Figure Feedback Tally
ORC International launched the We're All Ears customer satisfaction survey for YO! Sushi back in 2009. Since its launch over 100,000 responses have been received; a milestone for both companies.
Founded in 1997, YO! Sushi brought the concept of the Japanese "kaiten" sushi bar – delivering food to customers on a conveyor belt – into the mainstream UK market. The company now serves more than 4 million customers a year.
The web-based survey allows customers to give rapid feedback, and the survey has recently been optimised for smartphone users. The huge amount of customer feedback that the research programme collects helps the chain to make smart, strategic choices about food options and customer service.
To date the programme has generated consistent improvements including:
· A 4% increase in the proportion of guests who say they “definitely would” recommend YO! Sushi to others
· The proportion of customers that give an overall satisfaction score of “very good” has risen by 4%
My Ly, Senior Marketing Manager at YO! Sushi comments:
“ORC International has been a key partner for us over the past three years. This 100,000 milestone is testament to the quality of the approaches we have worked with the company to develop and refine. The insight we get from our customers is critical to the consistent development of our business.”
The feedback is delivered directly to restaurant managers via web-based portal. This portal offers managers quick and easy access to the results at an individual site level.
Angela Richmond, Head of Customer Strategies at ORC International comments:
“YO! Sushi has a remarkably loyal customer base, and with the launch of the Smartphone survey it will be even easier for these customers to give instant feedback on their experience each time they visit.”
Since its launch YO! Sushi has grown from a London-only sushi brand to an international iconic success with 73 restaurants in countries including the UK, Ireland, Portugal, Norway, United Arab Emirates & Bahrain.