Nando's

Overview

Nando’s is a beloved South African restaurant brand known for its spicy, flame-grilled PERi-PERi chicken and sauces. Since making its 1987 debut in Johannesburg, the brand has expanded its reach to 24 countries on five continents. In addition to leveraging Olo for off-premise dining—specifically, Ordering, Rails, and Dispatch—in the U.S. and Canada, Nando’s has transformed its on-premise operations and the dine-in guest experience with QR code ordering.

56%

Of dine-in sales are QR code orders (up to 80% at some locations)

30%

Growth in marketable guest database

5%

Increase in tip vs. orders taken at the cash register

BACKGROUND

Restaurant technology is not exactly new to Nando’s. The brand launched Olo Ordering in Canada in 2019, then rolled out Ordering and Rails at its U.S. locations in 2020. But with the return of dine-in, Nando’s saw a new opportunity: to optimize on-premise. What if, instead of waiting in line to order at the register, guests could simply sit down at a table, scan a QR code, and order through their mobile device?

At first, Nando’s attempted to leverage its unused drive-thru channel to process QR code orders. Rather than enter their car make and model, a guest would enter their table number. During the pilot, the brand quickly discovered the challenges of not having a dedicated dine-in channel. Orders were mislabeled and guests weren’t being prompted for their table numbers, which created a bottleneck in the system.

And so, Nando’s enlisted Olo’s help to develop a dedicated QR code ordering solution that would bring its vision to life and support the brand’s growth. Our collaboration has yielded an all-new way to dine in that provides guests with convenient and hospitable service, while also boosting revenue, restaurant efficiency, and staff satisfaction.

Results with Olo

01
Most Dine-In Orders Now Digital

Within one year of launching QR code ordering, Nando’s has seen widespread adoption among guests, with the majority of dine-in orders now being placed at the table. Guests appreciate the flexibility of choosing where and when to order, as well as the speed of service, which is reflected in a boost in tips, repeat guests, and visit frequency.

02
Increased Employee Satisfaction

Meanwhile, restaurant staff have reported increased job satisfaction now that they don’t have to stress about long lines, and can instead focus on providing better hospitality. By eliminating the line, Nando’s also believes that QR code ordering has likely prevented lost sales from guests that would otherwise be intimidated by the wait.

03
Marketable Database Growth

Additionally, QR code ordering has grown Nando’s marketable database and given the brand new insight into guest preferences and behavior, including unexpected item combinations, which has informed its menu optimization strategy.

01
01

QR code ordering has provided many advantages. First and foremost, we wanted guests to feel comfortable dining in. Others may look at it as a way to save on labor, but we’ve simply taken a team member off the register and turned them into a greeter to provide more hospitality. Guests feel well taken care of, like they’re in a full-service restaurant, leave higher tips, and return more often. Staff, in turn, feel appreciated and less stressed.

Kathleen Chugh, Chief Information Technology Officer
Nando's

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