Bill’s Restaurant’s masterclass in gaining 97% uplift in feedback volume
It’s no industry secret that Bill’s has been on an impressive upward curve. By 2025 the business had doubled EBITDA compared to 2022 and seen a major lift in guest sentiment. Managing Director, Tom James , has been clear that guest satisfaction is the number one KPI in the business and the strongest indicator of future cover growth.
125 x OrderPay Parnership
To support this focus Bill’s have fully embedded the integration between 125 Data and Insights, hospitality’s leading guest experience platform, and OrderPay, the cutting-edge order & payment solution, to track more guest feedback and insight for continuous improvements across the business.
Over a period six months, through the integration, Bill’s received nearly 40,000 completed surveys, with 50,000 dish ratings. Feedback volumes also saw an impressive 97% increase since the integration; almost double the LFL period.
Every transaction was an opportunity to collect live feedback, and the integration alone accounted for around 20% of all feedback gathered in that period. A rich, accurate and constant stream of guest insight converted into actions that help grow the bottom line.
The Numbers
Within just six month of going live Bill’s received:
+97%
Uplift in Feedback Volume
50,000
Dish Level Ratings
40,000
Completed Surveys
With the consumer shift from ‘value for money’ to ‘value for experience’, driving continuous menu improvements with the use of data is a key part of Bill’s transformation. This real-time dish level data has enabled the team to make decisions based on fact, as well as refining service along the way. The integration between 125 and OrderPay turned everyday payment moments into powerful opportunities to learn from guests – delivering a tailored and on-brand survey focused on asking the right questions, at the right time, to every guest.
125’s insights highlight trends in guest feedback, showing which dishes delight and where operational improvements can be made. Teams can react quickly and protect the guest satisfaction scores and overall experience to drive the business forward.
As the most integrated guest experience platform in the industry, 125 Data and Insights connects payment, sentiment and behaviour to help brands lift performance, loyalty and profitability, to remain competitive in a constantly evolving market.
By capturing feedback during OrderPay’s payment journey, you move from chasing data to understanding what brings guests back through the door. If you need a tool that drives a consistent guest experience, get in touch for sharper insights today!
Why It Works
✅ Frictionless experience from payment to feedback.
✅ Dish level details on a guest by guest basis.
✅ Understand the whole table, not just the lead booker.
