Critical Analysis Of Nandos

Introduction

The first Nando’s was set up in 1987 in South Africa and it is still there. “It was love at first bite”. Nando’s has more than 1,000 outlets in 31 countries and it is continuously growing. It uses 100% natural ingredients in its food products. Nando’s found a niche in the market and has developed a strong international brand. It focuses on creating an experience for consumers known as the “Nando’s experience”. Its ethos is focused on the social gatherings of both family and friends.

(Nandos.com, 2014.)

Critical Analysis Nando’s experience

Strengths Weaknesses

• The perception of Nando’s is a healthy fast food restaurant in the eyes of the consumer.

• Friendly and quick customer service.

• Many celebrities dine in Nando’s especially

Services are intangible so people are vital in the everyday running of a service. In Nando’s the people are the waiting staff, the cleaning staff and the chefs. They are also the customer and other customers in the environment that have an impact on each person’s experience. The people are a very important element to a service because they create the experience for the customers. Nando’s put an emphasis on creating this experience for the customer through their staff. They say on their website that they want to make a lasting impression on their customer with smiles and genuine interest. A company’s employees are a walking billboard. The appearance, behavior and attitudes of the workforce shapes customers experience. Because services can’t be patented, they can be easily replicated by competitors. It is difficult to replicate staff and therefore a strong workforce is a service provider’s greatest advantage over competitors. Due to the intangibility of services, staff become a tangible or physical cue for evaluating a service. Nando’s puts emphasis on its workforce. They need to make sure that their appearance is always up to scratch and they are known for their fun and vibrant

Employees should be trained in soft management skills such as reliability, empathy and assurance. Nando’s should look into developing employee retention. Investing in good HR strategies would reduce turnover costs such as time and productivity. Perhaps Nando’s could look into offering rewards to its employees in order to satisfy them. Training staff is essential especially in recovery because a company’s staff are the people who deal with any issues and they can prevent the company image from being tarnished by responding in a quick and appropriate