Dishoom
Our Customers
Dishoom story
Dishoom pays tribute to the old Irani cafés of Bombay, known for being the first places where people of any culture, class or religion could break bread together. Inspired by these cafés, Dishoom was born and continues to bring people together from all walks of life and cultures serving up its ‘Bombay comfort food’. Since its first restaurant opening in Covent Garden in 2010, it has grown to 8 restaurants across the UK. Not only known for its vibrant flavours and atmosphere, Dishoom was ranked 4th Best Company To Work For by Best Companies in 2021.
Challenges
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Consistency
Dishoom was looking for a solution to increase visibility into how different sites were performing operationally, to ensure consistency in quality and experience across the estate
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Scale of Operation
Maintaining the standards required for sites as large and operationally complex as the Dishoom model is a challenge in itself and Dishoom were looking for a partner who could offer bespoke solutions for measuring complex customer journeys
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Menu development
They also wanted to explore solutions that could help streamline menu development
Solutions implemented
We worked very close together with the Dishoom Insight team to design a programme that would help the team reach their goal of transforming the culture, and implemented:
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Mystery Guest Audits
To measure their sites' performance, to provide them with objective feedback on operational standards and processes, and insights on opportunities and problem areas
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Product Ratings
For streamlining menu development and deep insight into dish performance, HGEM recommended the Product Ratings module
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Internal Guest Feedback
To gather team feedback in consistency of menu items each week
Supportive measures
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Custom delivered reporting
Reporting that outlines weekly and monthly overviews of Dishoom's specific KPI focus' at an estate level and global level
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Key Results API
Dishoom use our key results API and receive a weekly CSV Export to gather raw data to compare against their other data sources within the business
Dishoom Permit Room
Dishoom launched their new concept restaurant Permit Room in Brighton in 2023 and in Cambridge in 2024. They gathered service standard feedback by using weekly Mystery Visits as soon as the location opened both for eat in, telephone bookings and deliveries. This helped Dishoom protect the reputation of their new concepts by having immediate insights from site opening.
The Outcome
HGEM's solutions help Dishoom get actionable insights on operations, online reputation, and dishes, to allow them to implement positive change.
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4% Increase in MV scores 2023 to 2024
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7 point increase in NPS from 2023 to 2024
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13% increase in sample size from internal guest feedback survey from 2023 to 2024
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"Mystery guest audits allow us to monitor our order of service, food quality and full end to end experience, help us define problem areas and build action plans for resolution. The Hub is also a great platform for reviewing menu performance feedback and will be a key factor in our menu development conversation."
Nina Panayiodou | Operations Director
