We are delighted that Lucas Stauffer, Head of Area Managers, found time to give us a behind-the-scenes look at Familie Wiesner Gastronomie (FWG) and explain how the family-owned business uses Lumiform as customer journey software to optimize the guest experience for their clientele.
As a flexible tool, Lumiform can be used in the most diverse industries and for the most diverse purposes. That’s why it’s always particularly exciting for us to learn how our customers integrate the software into their respective businesses.
Creating customer journeys with a software tool
With a total of 36 restaurants (as of 2023) in Switzerland and the most diverse restaurant concepts, including the classic “Butcher” burger concept, “Nooch Asia Kitchen” with a focus on curry, rice and noodle dishes, the traditional “Nigishi Sushi Bars” and the latest addition, “Miss Miu” – a Korean-Japanese fusion concept – FWG offers its guests a wide range of culinary experiences.
The challenge is to ensure that each restaurant provides the same high quality and consistency in service, cleanliness and adherence to standards. Enter: the need for a customer journey software.
Lucas Stauffer plays a critical role in ensuring this quality and consistency. He and his team are responsible for monitoring and coordinating restaurant operations in the various regions. FWG therefore uses Lumiform for auditing and mapping the Customer Journey in the individual operations.
“The Customer Journey at Nooch, for example, is very different from the one at Miss Miu, where there is much more storytelling,” Lucas tells us. Each concept therefore follows individual standards and specifications, which are evaluated by the area managers in the audit via the Lumiform App.
The app makes it incredibly easy for me to explain our standards and have them followed. Lumiform definitely helps us with process optimization
During the inspection, the auditor follows their respective form and proceeds step by step. “We evaluate the overall experience from the outside in,” Lucas reports. “From the layout of the patio to the cleanliness of the restaurant, the sales techniques of the service staff and even the homepage and online table reservations are reviewed and evaluated.”
Audits at FWG are divided into two forms: long, comprehensive audits, which occur once a quarter and take 4-5 hours, and weekly short checks, which are less extensive.
The long audit duration shows how in-depth and thorough the reviews are. The weekly short checks are used to continually keep up with the latest developments and ensure quality, because the customer experience in the restaurants is a key issue at FWG.
From dishes to light settings and music volume (75 decibels), everything is scrutinized very closely to depict the holistic guest experience and overall atmosphere: “From design to the most mundane details, we ask for everything.”
Lucas therefore maps every element and all important parameters as precisely and “in black and white” as possible in the forms he creates. This way, he avoids confusion and divergent processes: “The app makes it incredibly easy for me to explain our standards and have them followed. Lumiform definitely helps us streamline our processes.”
Digitization and quality management at Wiesner Gastronomie family
Especially the comment and photo features are important for FWG, because true to the motto a picture is worth a thousand words, visual evidence helps make audits as detailed as possible and creates accountability: “Discussions become moot with photos.”
Lucas particularly appreciates Lumiform’s ease of use in this regard, as it is easy to lose track of such complex and multi-layered audits. “Lumiform is much easier to use and much more flexible than other platforms we have used before,” he explains. “Working out the questionnaire for our customer journeys was easy for me, as the software is really self-explanatory.”
To make audits even more efficient, FWG plans to introduce an assessment grid. Currently, an assessment still proceeds in the classic way, when yes questions are evaluated with one point and no questions with 0 points. In the future, new KPIs are to be defined in order to be able to evaluate the performance of the restaurants with weighted questions even more precisely and to emphasize important aspects of the customer journey even more.
In addition to area managers*, even the Wiesner family uses Lumiform personally in a modified and internal type of mystery shopping. “We designed an abbreviated audit as a thought guide for the Wiesner family, so that when they visit the restaurants, they can check for themselves how they are served and what it looks like inside.”
Working out the questionnaire for our customer journeys was easy for me because the software is really self-explanatory.
Working out the questionnaire for our customer journeys was easy for me because the software is really self-explanatory.
Familie Wiesner Gastronomie family has found Lumiform a customer journey software and tool to maintain their high quality standards in all their restaurants. The digital solution has not only increased audit efficiency, but also improved the guest experience. The ability to insert photos into reports has made it easier to communicate and track improvements.
Lumiform as customer journey software
Overall, Familie Wiesner Gastronomie’s experience shows how a flexible tool like Lumiform can be used in the foodservice industry to ensure quality and consistency while enhancing the guest experience.
Lumiform is much easier to use and much more flexible than other platforms we have used before.
The software’s versatility allows companies to meet their specific needs while developing a more efficient and customer-centric approach. From HACCP to Customer Journey, Lumiform gives you flexibility to customize anything to your needs.
We are very pleased to support Familie Wiesner Gastronomie on their culinary journey through each concept and thank them very much for their cooperation.
