Stirr Ups
Helping set up a new concept for growth
Stirr Ups story
Stirr Ups was first founded when the owners decided to renovate a beautiful old Rice Beaufort horse box into an impressive cocktail bar in the Cotswolds. Their mission is to bring customers a relaxed, modern and unique dining experience.
Challenges
Before HGEM, Stirr Ups had relied on anecdotal and ad hoc comments, however they wanted to get a solution in place that could provide consistent feedback in order to improve:
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Customer Journey
Stirr Ups wanted to get more visibility into the customer journey, in particular into the delivery side, as that made up 15% of the overall revenue.
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Brand Standards
It was important to Stirr ups to build on a solid foundation in customer experience, along with brand standards and processes, upon which an expansion could later be launched from.
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Menu Development
They needed to take a deep dive into understanding what customers think of their street food inspired menu, where the challenging aspect is the dishes changing often.
Solutions implemented
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Mystery Guest Audits
The reports provide important data when assessing where Stirr Ups are successful in providing the experience they were aiming for or where they could improve.
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Delivery Audits
Added to understand the experiences of delivery customers, as it's such an important revenue source for Stirr Ups.
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Review Management
An important tool to help Stirr Ups track review trends and help make it easier to reply quickly and with the brand-approved tone of voice, using review templates.
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Product Ratings
With a fast-changing street food style menu, product ratings helped the business to dial down into what works best and streamline menu development.
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Guest Feedback
Implemented in order to gather data on what real customers think of the Stirrups brand, service and offering.
The Outcome
Four months after launching with HGEM, Stirr Ups have seen their goal of transforming the culture come to life.
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The dine-in experience has greatly improved
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Delivery Audit Scores
have increased from 76% to 97%
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12.3 (days) to 1.94 (days)
The difference in review response rate
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4.68 to 4.79
Review Rating
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Engagement
Managers and operations teams are highly engaged as they can see the value having access to the data is bringing to individual sites and areas.
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The dine-in experience has improved greatly, we are receiving more five-star reviews than ever before, and the reviews are mentioning the things we are focusing on in the mystery guest audits.
Shayne Ogden | General Manager
Watch the video
The wonderful Stirr Ups team share their thoughts and experiences working with HGEM
