PURPOSEFUL INNOVATION ROLLOUT
Driving Implementation Using Customer Input
The Challenge
With the increase in mobile ordering putting pressure on meal assembly procedures, a leading fast food restaurant chain wanted to validate the multiple elements of a new process and their impact on the overall customer experience. They partnered with The ExperienceBuilt Group to assess current operations, make recommendations to improve efficiencies and optimize meal assembly for order fulfillment, and reassess post improvements.
The Experience Solution
EBG field teams observed in-store operations nationwide by talking to customers and staff to evaluate the end-to-end process. Additional, in-depth customer interviews provided nuanced data that was integrated into the overall feedback for the client Experience Audit report.
The EBG Impact
EBG provided a Summary of Findings with detailed operational recommendations based upon Customer perceptions of their overall restaurant experience, speed of service and order accuracy.
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