The UK’s largest private bar and club operator Novus partnered with Red Ant to develop an industry-first live customer feedback and business insight app
Our retail analytics dashboard gave Novus staff a unique real-time customer feedback app which helped to measure social sentiment, deliver live business insight and improve service.
Novus wanted live information to be available at the fingertips of its bar colleagues and managers via smartphone and tablet - an invaluable tool for ensuring customer issues are dealt with swiftly, gathering data on footfall, assessing popular purchases and developing targeted promotions based on real-time information.
The dashboard gives Novus’ Customer Experience, Bar and Club Managers unprecedented visibility of customer data and interactions in their venues
The application provides a dashboard via smartphone and tablet which draws customer feedback and data from the business' most valuable sources
An overview of each bar, its performance and targets allows managers to share best practice and improve overall experience, using easy-to-access live data:
Since national rollout, the application has delivered continuous improvement and new features based on real-world feedback. This unique test-and-learn approach has yielded impressive results
"We want people who come to our venues to have the best night out, and that means ensuring customers are at the heart of every decision. Working with Red Ant has allowed us to turn online data into offline action – by giving our hardworking colleagues the right tools and a great user experience, they’re equipped to do what they do best"
Simon Gaske, Customer Experience Director at Novus