Between 2023 and 2024 Fonda Mexican has grown their Net Promotor Score (NPS) by 19 points by working with Yumpingo. NPS is measure of customer satisfaction and a leading indicator of revenue growth.
Using Yumpingo Fonda has already captured over 24,500 customer reviews and within that 11,600 Experience Drivers. Experience Drivers uncover the needs of the customer and identify what will have the most positive impact when addressed.
But how do you go from having a view of the data, to actionable improvements?
The challenges that the feedback highlighted included increased spend per head (SPH), but lower footfall, increases in online complaints, and long wait times in the kitchen.
Using our Yumpingo’s CAP methodology meant the whole leadership team contributed to improving quality, reducing errors, refining essential processes and increasing customer satisfaction.
David Youl, Co-Founder at Fonda Mexican said : “We found having the Yumpingo Customer Success team working with us invaluable for getting buy-in from the teams. It soon became obvious that this was key to getting results early on.”
Reduce the wait, raise the satisfaction
During August of 2024 47% of detractors said they felt it was ‘Too long to get food’ but come December, that percentage was down to 35%. This quarter reduction improved overall guest satisfaction.
The future
Given the significant impact of CAP in driving measurable improvements, a new reporting framework is being introduced in 2025. This will enable GMs to track key performance trends on a weekly basis, pinpoint successes, and identify areas for further enhancement—ensuring a continuous cycle of optimization.
Throughout 2025, Fonda plans to roll out new menu items. Insights from the feedback on these will inform ongoing menu refinements, ensuring that every dish aligns with guest expectations and brand quality.