Wagamama

Wagamama


Working in partnership to develop The Hub

Our Client

wagamama was inspired by fast-paced, Japanese ramen bars. The first restaurant opened in London's Bloomsbury in 1992, as wagamama set out to create a unique way of eating, bringing the fresh, nourishing flavours of Asia to all.

Now with around 200 restaurants both in the UK and major cities worldwide, wagamama continues to be driven by 'kaizen' - a philosophy based on continuous improvement that we share here at HGEM. We have been proud to be part of the wagamama journey since 2004, refining how we work together and getting better every day.

Our Client

The Brief

wagamama approached HGEM to help develop a single view of all guest experience measures across a wide range of feedback sources(assessments, surveys and reviews). In particular, it was important to distinguish between the measurement of brand standards and guest perceptions, and to recognise where one influences the other.

Our Approach

We spent several months designing a new platform from the ground up. To wagamama, this platform is known as 'satoru' ("to understand" in Japanese). The rest of our clients now know it as The Hub. Our starting point was to look at how the platform was going to be used through the eyes of General Managers, Area Managers and those wanting higher level analytics. With regular design and feedback sessions, the solution began to take shape as we integrated data from social reviews, guest surveys, dish ratings and operational assessments.

Our Approach

"wagamama have worked with HGEM for over 15 years across various areas of our business and have been one of our most value and trusted partners. HGEM are fantastic at taking a brief, running with it and adding huge value to it. And what’s better is they do it in such a enjoyable, collaborative way – a true partnership"

Stuart Wright | Head of Strategy & Innovation

The Results

Here are a couple of quotes from General Managers:

"My guys love to hear the feedback and see the numbers; they're all up for it"

"It's so specific and detailed that we can pinpoint every single problem. I'm very curious and I want to dig in and learn more"

500
Every day of the week, wagamama managers run an average of 500 analysis reports ranging from dashboards and league tables to datasheets
200,000
⠀⠀⠀⠀⠀The number of social reviews imported at the launch

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