Popeyes UK – home of the internet-breaking Chicken Sandwich – is one of the fastest-growing quick-service restaurant brands in the UK, with over 35 locations. Backed by Ring Holding (also behind Burger King Scandinavia), the brand is redefining how chicken and customer loyalty are served.
Popeyes UK Drives 3x Repeat Visits by Capturing 20% of Offline Data With Bloomreach
Products
+
20
%
Purchase Data
0% → 20% - the amount of in-restaurant purchase data Popeyes UK can now tie to a customer and use to power online loyalty programs using Bloomreach
+
8
%
Revenue
since program launch
3
x
Repeat visit
campaign-engaged guests vs. non-engaged, 30-day window
Challenge
Popeyes UK saw loyalty as more than just rewards — the brand saw it as a growth engine. However, its systems weren’t ready to unlock their full potential.
- No kiosk data = invisible majority. About 75% of orders happen through kiosks, but Popeyes had no way to identify who those customers were, making personalized follow-up impossible.
- Disconnected systems = scattered insights. Valuable data lived in multiple places — from tills and kiosks to guest Wi-Fi and post-purchase surveys — but none of it was stitched together. Without a unified customer view, the team couldn’t act on the data.
- Generic messaging = weak loyalty impact. Without knowing who their in-store customers were or what they cared about, Popeyes had to rely on one-size-fits-all campaigns. The result: forgettable experiences that didn’t drive return visits.
Popeyes needed a way to connect offline behavior with digital engagement — and to do it fast, from a single platform.
“One of the main reasons we moved to Bloomreach is because of how difficult it is to work when you have your single customer view separated from your marketing platforms. It is hard to work like that. It is significantly easier to work when everything is contained in the same CDP.”
— David Carey, Chief Technology Officer, Popeyes UK
Solution
Here’s how it worked:
- A guest places an order at a kiosk, till, or online, then receives a receipt with a QR code
- They scan the code and spin a digital prize wheel (available in our Use Case library) on Popeyes’ mobile site
- Rewards range from a free Chicken Sandwich to free sandwiches for a year
- Each interaction is logged in Bloomreach Engagement and updates the guest’s profile
- Loomi AI analyzes behavior and powers smarter, personalized targeting
- Over 300,000 rewards have been issued since the campaign launched in July 2023
This setup allowed Popeyes UK to finally fuel its customer loyalty efforts with both offline and online data. Several key ingredients made it possible:
- The right campaign = offline data captured. The “Winner, Winner, Chicken Spinner” experience gave guests a reason to identify themselves, even in-store. Popeyes now collects valuable offline data from receipts, guest Wi-Fi, and post-purchase surveys to feed into Bloomreach Engagement.
- All-in-one platform + AI = real personalization. All that data flows into Bloomreach Engagement, where customer profiles are updated automatically. Loomi AI, Bloomreach’s AI for ecommerce, helps tailor future communications without manual work.
- Responsive support = faster execution. During setup, Popeyes worked closely with Bloomreach’s live chat support and Help Center (9.4 “quality of support” rating on G2) to solve technical issues and unlock new use cases in real time. No email back-and-forth, no delays.
“It’s the best support I’ve ever seen at a SaaS platform anywhere — by a country mile. It’s not just about fixing issues. When you’re up against a deadline in peak trading and need guidance or a snippet of code, Bloomreach delivers it in minutes.”
— David Carey, Chief Technology Officer, Popeyes UK
Bloomreach Engagement is so easy to work with, even from an integration point of view. We’ve integrated a number of data sources into the platform with no issues at all. IT teams are sometimes afraid to do this, but with the way the platform is set up with the API, it’s so straightforward to do that it hasn’t caused any concern.
David Carey
Chief Technology Officer, Popeyes UK
Results
- 20% of kiosk and till orders now matched to loyalty profiles
- 300,000+ rewards delivered through the “Chicken Spinner”
- 3x more likely to return within 30 days (loyalty participants vs. non-participants)
- +8% increase in revenue since the Bloomreach Engagement rollout
- Faster execution, less friction: no more chasing IT or stitching data across tools
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Still struggling to unify your online and offline data?
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