HONEST BURGERS - BACKGROUND:
Honest Burgers’ old clipboard waiting list
system did not fit with their core values as an
efficient, trendy and highly customer service
So when they heard about Qudini they were
the first in London to snap it up quickly.
Their use of Qudini’s iPad waitlist system
that allows their customer to track their
position in the queue untill texted when
their table is ready has gained them
significant notoriety in blogs, magazines and
online review sites.
HOW IT WORKS:
Entering an Honest Burger’s restaurant on a
busy evening customers are greeted by a
member of staff with an iPad.
The waiter explains there’s a wait for a table but if they
give their details they’ll get a text when their table is
ready, and that they can even watch their position on the
waitlist while they wait.
After providing their details the customer receives a
confirmation text with a weblink. Just before they leave
the waiter reminds them to please drop him a reply text at
any time if they want to cancel their table.
The waiter may now continue his work on the restaurant
floor whilst managing his waitlist customers from a lightweight iPad mini. Calling customers back at the click of a
button when their table becomes available.
Qudini enables each Honest Burgers site to serve an
additional 12 covers a night. That’s 360 extra covers
served a month.
This is because:
• 70% of customers who no longer want their table will text
the app to let the staff know. So tables are not held open for
no-show customers and as a result they’re turned faster.
With the clipboard system staff had know way of knowing if
waiting customers still wanted their table until calling them.
Qudini saves them an average of 4 minutes per customer
now that they may tell them to return by text at the click of
a button. This equates to 2 hours a night of staff time saved.
Customers also return quicker for their table when texted
than they did when called, because they may track their
queue position while waiting they time their drinks better to
RETURN ON INVESTMENT:
By increasing the number of covers served each night Qudini ensures
our client a 1000% return on investment on their monthly licensing of
the Qudini platform.
Whilst the system has also significantly improved the experience for their
IMPROVED CUSTOMER EXPERIENCE:
10% of customers will go out of their way to positively
comment on the app and how “cool” it is.
Customers now return for their table in a more positive mood
than they used to with the clipboard system. This is because
the confirmation SMS and queue tracker weblink makes them
for more secure and relaxed while they wait.
Staff explain that customers trust being added to the “simple
and trustworthy” app more than a cluttered clipboard.
With Qudini there are significantly less complaints about the
waits. As with the clipboard customers would often return
before being called in order to complain and wait by the door.
Now this doesn’t occur, allowing staff to focus on the service
to customers inside the restaurant.
The queue position weblink receives over
10,000 clicks a month in the Soho site alone.
60% of customers added to the waitlist will visit
Customers will visit the page an average of 11
times each during their wait.…Some customers
will even refresh the page up to 80 times.
In this way Qudini is able to increase customer
engagement with Honest Burger’s brand.
The restaurants are now using the opportunity
to increase sign-ups to their mailing list.
ATTRACTING NEW AND REPEAT CUSTOMERS:
Customers often come to Honest Burgers because
they have heard about the app and are keen to use it.
The Soho restaurant often has customers come to them
because they have left the physical queue at another
restaurant in the area and would rather have the relaxed wait
offered by Honest Burgers.
Staff explain that the system has become “part of the Honest
Burgers experience” and that it definitely encourages
customers to choose their restaurant over others.
Over the months the restaurants loyal customer base has
increased, 70% of their nightly customers have visited an
Honest Burgers restaurant before.
FEEDBACK FROM THE FOUNDER:
"Our customers love Qudini's system!
Logging in from the pub and seeing your
place in the queue update live seems to be
They've made queuing easy, pain free and
- Philip Eeles, Founder, Honest Burgers
Improving reservation and waitlist
management at The Diner
RETURN ON INVESTMENT:
The Soho Diner restaurant is able to seat 40 more covers a
night due to improved guest management enabled by Qudini’s
waitlist and reservation features.
Allowing over a 5,700% Return on their Monthly
licensing of Qudini.
MANAGER FEEDBACK ON RESERVATIONS:
“We don’t get no shows any more because the customer
will always let us know via the text option”
- Manager, The Diner Soho
“It’s very useful because most customers are polite enough
to text back to cancel when it’s so easy. In the past we’d
have to just hold tables open for customers who weren’t
going to show up. No shows were the bain of my life.
The link that Qudini provides between us and our
customers smooths everything out.”
- Manager, The Diner Covent Garden
THE DINER – HQ FEEDBACK:
“We use Qudini in our diners, allowing customer to queue
remotely has helped us turn tables more efficiently and
offer a better overall standard of service. Customers love
the system and much prefer going for a drink nearby to
standing and waiting in a crowded restaurant.
It’s been great testing out the reservation features which
we now operate group wide.”
- Chris Todd, Chief Operating Officer, The Diner Group
ENDORSEMENT FROM BODEANS HQ:
“Qudini has proved to be a wonderful tool in
streamlining our waitlist and keeping our guests
happy. The SMS system has been more efficient
and time saving.
We recommend Qudini to any busy restaurant.”
- Operations Manager, Bodean’s BBQ
• 52% of Bodean’s customers say that the Qudini waitlist experience would
cause them to chose Bodean’s over other restaurants in the future.
TESTIMONIALS FROM THE HOSTS:
“It’s much better because customers can text back to cancel, so we no longer
spend a lot of time tying to call them back or holding the table open when they’re
not planning on returning. This enables us to seat the next party much faster”
- Hostess at Bodean’s Tower hill
“I would never want to go back to the old system. The qudini app is perfect for me
as the hostess, it is quick and easy to use and it saves me a lot of time”
- Hostess at Bodean’s Soho
“Most importantly to our restaurant it saves us time, whilst it also allows our
customers to have a better time”
- Hostess at Bodean’s Fulham
CEO – Qudini