How Nando's Achieved 360° Digital Transformation with Social Listening

Established in 1987, Nando's is a South African multinational fast-casual restaurant renowned for its flame-grilled PERi-PERi style chicken. No matter the success of its food, it didn't stop Nando's Malaysia from prioritizing its customers and, foremost, improving the in-store dining experience.


The Covid-19 pandemic proved to be when the brand could accelerate digital transformation meaningfully. Acquiring AI-powered software like Digimind Social enabled their social and marketing teams to monitor customer conversations onlinetrack trends and upcoming campaigns, and be tangent with new customer mindsets.


Moreover, Nando's was able to use social intelligence to power its customer-led experience throughout the organization, from customer service to marketing. Customer data was used in particular to inform stakeholders about its brand reputation and stay agile by nipping potential issues in the bud early.


Download this business case to discover how Nando's transformed real-time customer data into strategy and identify gaps in the customer experience.

Download this business case to learn:
  • Objectives and challenges of using social listening data

  • How the company tracked brand mentions and sentiment in real time

  • The importance of measuring the virality of the campaign and overall engagement

  • Funneling insights companywide to swiftly address any customer complaint or enquiry