Coca-Cola EUROPEAN PARTNERS & NANDO’S
Coca-Cola European Partners (CCEP), sought to gain a better understanding of Nando’s customers perceptions and attitudes to their offering and dining experience. Nando’s serve Coca-Cola soft drinks in their restaurants and so CCEP are keen to understand how the soft drinks category is received and what consumers are looking for during their dining experience.
CCEP tasked S2 to undertake qualitative research to explore the voice of the customer, their perceptions, attitudes and feedback around their Nando’s experience. This research would help CCEP understand what consumers think about the soft drinks range, what they consider when making their decisions on eating out and what they look for and inspires them when eating out.
S2 took a qualitative approach running a focus group of recent Nando’s customers. The participants were selected to provide a broad range of social demographics representative of the population. The 1.5hr moderator led focus group, explored several key areas including menu and soft drinks preference, expectations of range and flavour when eating out, ability to customise or personalise experience both through menu choice, drinks and food pairings, use of technology and home delivery.
The focus group provided great attitudinal and behavioural data on Nando’s customers identifying what they liked about Nando’s, what they consumed, what they would like from soft drinks category and feedback on what would improve their experience in future. This insight is valuable for CCEP in determining the ranging moving forwards but also to share with Nando’s providing a value-add relationship.