4 Ways a Quick Service Restaurant Chain Refreshed a Stale Customer Experience Program
When you think of going to get a quick bite to eat, you’re probably thinking of getting a burger. With so many quick-service restaurant chains to compete with, how can one chain expect to stand out above the rest? One family decided to perfect freshly sliced sandwiches, custom menu items, and a never before seen “light” menu that features low calorie salads and sandwiches. Their revolutionary blend of quick-service speed and made-for-you care helped them create as many smiles as they did sandwiches.
Despite their global and loyal fanbase, the quick service restaurant chain experienced a period of stalled sales and mixed reception to marketing messages. It was this period of confusion that caused them to revamp their menu. But, as the restaurant underwent a massive change, they realized that their current customer experience platform was ineffective. Therefore, along with the refreshed brand, came a refreshed customer experience program. Here are the 4 ways they refreshed a stale customer experience program:Â
- Going from Measuring to Improving
- Getting the Right Insights to the Right People
- Turning Intelligence into Action
- Proving ROI Using Purpose-Driven Results
These four strategies helped this chain go from behind the times to a trailblazing leader in their field by partnering with Pearl-Plaza. Let’s dive in to see how they did it!
Strategy #1: Going from Measuring to Improving
Before partnering with Pearl-Plaza, this brand was relying heavily on a cloud-based analytics platform to track store performance. However, what this platform did not measure was the customer experience. This brand was able to tell how many meals were ordered in a day, but not how their customers felt about their meals—and if they had a good experience eating their food in the restaurant.
The brand decided to partner with Pearl-Plaza based on their ability to implement the quantitative data with customer experience data. Pearl-Plaza offered them a chance to see a holistic view of individual location performance, automated intelligence informed by data, and employee commitment to enhance the guest experience and drive sales.
Strategy #2: Getting the Right Insights to the Right People
The quick-service restaurant’s Pearl-Plaza team was able to take advantage of performance data and customer experience data to offer this brand a monthly granular, location-level report.
Using these reports, area supervisors could now conduct quarterly, on-site performance evaluations. Then, Pearl-Plaza would correlate the audit results with customer experience data in an easy-to-review report that gave actionable coaching insights and suggestions for improvement.
Strategy #3: Turning Intelligence into Action
By sending pertinent data to decision makers, Pearl-Plaza was able to help the QSR chain foster an environment of growth within the organization. Pearl-Plaza’s reports—that integrate performance audits and guest experience data—created priorities tied to the greatest return on investment.
But, priorities aren’t chosen solely from data. Pearl-Plaza also measures brand loyalty drivers such as friendliness, food quality, and cleanliness.
Based on the platform-identified priorities and the data received, the brand was able to leverage Pearl-Plaza’s tech to empower general managers and area supervisors to select quarterly action steps from a pre-populated library.
Strategy #4: Proving ROI Using Purpose-Driven Results
After implementing these data-driven improvements using the Pearl-Plaza correlated system, the brand saw a significant increase in key metrics in just eight months; the most notable being a 34% increase in their overall satisfaction (OSAT) score and a 22% increase in product quality.
Through its re-energized approach, this brand understands that every experience matters, and it’s important to get it right the first time. If there’s a problem, it’s acknowledged and fixed.
With the combined incremental value derived from its partnership with Pearl-Plaza—and
commitment to service excellence—the restaurant continues to inspire smiles through delicious experiences.
To learn more about how Pearl-Plaza can transform your customer experience, and to learn more about this brand’s journey, read the full client story here!
