Leading Restaurant Chain Ties Order Accuracy to 9% Sales Uplift

To gain a deeper understanding of the impact of order inaccuracy on customer satisfaction, a major quick-service restaurant chain partnered with InMoment for an in-depth analysis of their existing customer feedback. InMoment’s Strategic Insights Team analyzed over 275,000 surveys from the client’s Voice of Guest (VOG) program to identify the root cause of order inaccuracy and develop strategies to improve customer satisfaction.

Story Highlights

• Identified an opportunity to increase revenue by 9% and transactions by 15%
• Surfaced the key drivers of order inaccuracy 
• Suggested improvements to the order process and staffing to reduce inaccuracies

Challenge: Identify the Causes of Order Inaccuracy

This restaurant chain faced a significant challenge in ensuring order accuracy, which was negatively impacting customer satisfaction and likelihood to return. The company needed to identify the root cause of order inaccuracy and develop strategies to improve OSAT and drive sales growth.

Strategic Insights Team Delivers the Solution

The QSR chain partnered with InMoment’s Strategic Insights Team who analyzed over 275,000 existing VOG surveys to understand the impact of order inaccuracy on customer satisfaction. By leveraging this existing data, we were able to identify key areas to improve for greater order accuracy and customer satisfaction. InMoment’s analysis revealed that:

• 90% of comments were negative for customers with inaccurate orders and OSAT was much lower
• Order inaccuracies increase throughout the day, and is most associated with drive-through and digital orders
• Inaccurate orders are mainly due to missing items, and are more likely to occur between 4pm-10pm

Recommendations to Increase Satisfaction and Revenue

• Focus on confirming orders with customer before leaving
• Ensure proper speaker sound quality for drive thru across locations
• Improve training to raise the experience level of managers on the evening shift

This retailer ingests feedback from multiple sources across its 2,000+ locations to make sure that no customer issues go unidentified and unresolved and recently won a prestigious ICX Elevate award for its use of InMoment AI to understand more sources of unstructured feedback data to better personalize experiences across channels and successfully launch a new product that is now a staple on the menu.