Jack in the Box Partners with InMoment to Elevate Digital Strategy & Accelerate Business Decisions with Advanced AI

Jack in the Box is a restaurant company, founded 70 years ago, that franchises and operates one of the largest hamburger quick-serve-restaurant (QSR) chains in the U.S with approximately 2,200 restaurants across 22 states, serving 500 million guests yearly. Jack in the Box uses digital listening and advanced AI to foster convenient and personalized customer experiences across all customer touch points, be it in store, on the website, or through the mobile app.

Through partnership with InMoment, Jack in the Box was able to:

• Realize instant omnichannel feedback via website, mobile app, in-store and delivery
• Automate feedback and pinpoint trends for streamlined business decisions and immediate action with InMoment AI capabilities
• Expedite insights and comparative analysis across stores, regions and franchises for swift best-in-class product and service rollouts and problem resolution

Challenge: The Need to Unlock Omnichannel Feedback Amid Evolving Guest Interactions

As a prominent American fast-food restaurant chain with a diverse menu, it’s evident that managing such a business involves numerous intricate components. The Jack in the Box team set out to foster convenient and personalized customer experiences across all customer touchpoints, be it in store, on the website, or through the mobile app. Recognizing today’s increasingly savvy guests, they sought to gather and analyze omnichannel feedback more quickly while also recognizing the need for enhanced accuracy in their guest feedback efforts. They also felt they needed to respond more effectively to a larger volume of feedback to improve the guest experience with quality products and services.

Solution: AI-Powered Analysis for Immediate Insights and Response 

This long-time partnership with InMoment began with a Voice of the Guest (VOG) program that focused on surveying all guest experiences. Jack in the Box constantly asks for customers’ opinions through surveys from omnichannel experiences; guests have the opportunity to provide instant feedback via the “Contact Us” section on their website, through the mobile app, or in store ensuring that their feedback reaches the appropriate channels promptly. This feedback has led them to reallocate resources and direct more attention toward dine-in, carry-out, delivery, and digital operations. 

Jack in the Box also used the Advanced AI functionality of the InMoment product during the release of a Limited Time Offer (LTO) of the Smash Jack Burger; the tool dives into the feedback phrases and themes to help define a better LTO experience for future guests. The new menu innovation sold out in two weeks with no paid media promotion and the burger became a permanent menu item after an outpouring of positive customer feedback through their omnichannel touchpoints, an immediate feedback analysis and review,  and of course the crushing of their LTO sales forecast.

The team now possesses unprecedented visibility into their customers’ desires and preferences, allowing them to swiftly respond with menu adjustments and the implementation of new processes and coaching strategies based on feedback. This proactive approach ensures the maintenance of impeccable food quality, and store cleanliness standards. They have also taken deliberate measures to enhance staff interactions, placing a high priority on friendliness, recognizing its pivotal role in their ongoing success. 

“The use of the InMoment AI solution will allow us to easily analyze feedback in all of its forms to receive more detailed and immediate insight from a wider variety of guest experiences. Our team is focused on using the additional insights to make business decisions without delay.”

TONY DARDEN CHIEF OPERATING OFFICER

Impact: Deeper Insights Enable Personalized Actions 

With the implementation of the XI Platform and Advanced Analytics, Jack in the Box can expedite the acquisition of limited time offer (LTO) insights, enhance restaurant performance by enabling comparative analyses across different locations and timeframes, and they can promptly address operational challenges by directing feedback to the appropriate personnel across  stores, regions, and franchises for swift resolution. 

By leveraging a customer experience management platform with AI capabilities, Jack in the Box not only ensures the reliability and accuracy of guest feedback but also enables rapid and efficient responses to a larger volume of omnichannel feedback data. This approach has provided Jack in the box with improved methods for making more informed and expedited business decisions that elevates the overall guest experience and facilitates deeper insights for a more personalized and convenient guest experience.