For Nando’s, having a hybrid status offering both a fast food and fast casual service model is important to remain top-of-mind to diverse customers, on an ongoing basis. In order to better attract customers and continue to grow its business, Nando’s needed to better understand its guests, to enhance their customer experience while still maintaining its creative and dynamic brand image.
The FireStarters community was launched in 2013, giving the restaurant chain fast, insightful and customer-inspired feedback in a quick and cost effective way.
With the help of nearly 3,500 guests and fans of the Nando’s brand, the restaurant chain has become more connected with its customers and is actively involving them in business decisions on a daily basis.
Through ongoing conversations with its fans, Nando’s is using its insight community across various different disciplines to help with important choices around product development, pricing, promotion evaluation, brand positioning and customer satisfaction.