Customer Success Story - BAO

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Customer Success Story - BAO

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The original BAO destination in London, known for steamed buns and range of contemporary Taiwanese dishes. All of their bao buns are handmade with love and passion in their bakery, using wheat flour to create a pillow-like cloud.

Challenges

Bao used to run an informal mystery diner programme using friends and family, however, as a growing restaurant group, BAO wanted to make a more structured process was in place that would help set clear targets for sites.

Solution

HGEM worked closely together with BAO to define their ideal customer journey and implemented Mystery Guest Audits to measure their sites' performance, to provide them with objective feedback on operational standards and processes, and insights on areas of opportunity that could be relayed to individual sites.

Results

Hilary Brett; Operations Manager for Bao comments on her experience with HGEM and using Mystery Guest Audits:

"We found that getting mystery diners set up was a very quick and easy process; we appreciate the quick response time of HGEM and their flexibility with our questionnaires. We like that they are entirely customisable."

She adds that since setting up Mystery Audits, they have been able to identify areas where further training is required for the team with regards to our restaurant services, and they've seen an improvement in teams focusing in on the training points raised. BAO are also finding it useful to get more in depth feedback about food, concept, price point and experience that they wouldn't always get in as much detail from their guests.

Mystery Audits are useful to get in depth feedback about food, concept, price point and experience that we wouldn't always get in as much detail from our guests.

- Hilary Brett | Operations Manager
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