Test Lauch Customer Survey Results

Summary

Project Goal:
Launch a pilot rollout of tabletop menu at two sauce and spoon loocation; North and Downtown. Aiming to Increase customer
satisfaction level with fresh and quick food service.
-- Cut food waste by 25% by the end of Q2.
-- Reduce the table turn time by 30 min by the end of Q2, resulting in decreased customer result time.
--Increase order of appetizers by 15% in (North) and 20% in (Downtown) by end of Q2.
--Raise average check by $65 to $75 by end of Q2.
--Increase the daily guest by 10% be the end of Q2.

Milestone Completed:
--Tablet vendor selection
--Tablet design and implementation
--Staff training
Overview
What this survey is designed to evaluate on our initial launch:
--How much % increase in the appetizer sales?
--How much % increase in the multiple sales?
--How long did the tablet reduce the ticket time?
--How long did the customer waited before being seate?
--Did the order accuracy increase?
--Was the customer satisfied with the checkout process?
-- Is the tablet easy for customer to use?
--was the staff well trained to guide the customer through the tablet?
--How can we improve the tablet?
These can be measured by the Indicators as below:
--More than 50% of the customer order the appetizer during their visit.
-- More than 20% of the customer order appetizer when they order dinner.
--86% of customer get their food within 30 min.
--customer waut less than 10 min on average
--72% of the customer recived correct order.
--78% of the customer find the checkout process on the tablet acceptable.
--76% of the customer are fully guided on how to use the tablet.
--12% or less customer reports issue with the tablet each week.
--90% of customers are willing to come back again.
Findings
-- All the customers during their visit will order dinner, *2% of them order appetizers. However, only slightly more than 1/3 of
customers used the tablet to put in their multiple orders.

-- Majjority of the customers (72%) have positive experience with the tablets. Nearly half of the customers think it is easy to
navigate and make order from the menu, while others found it somewhat difficult to very difficult. This is related to the staff
instructions (24% think not well enough) and the possibility the menu design in not user friendly enough.

-- Only 26% of the customers have lobby waiting time less than 10 mins. And about half of the customer's received food within 20
mins after ordering.

-- There are 28% of orders that were not prepared accurately. It can be because of litchen staff or customer did not know how to
put the special request in order. There was only 12% of the customer that had technical issues with the tablets.
Next Steps
-- We will fix those technical issues that the customers raised the comments .
-- Organize second round of training workshop by asking the staff, what they have concerns or are not sure about in the test
launch, and share training for addressing those points to all the staff to improve the tablet instructions. Role play to find what else
is missing or can be improved.

-- Kitchen staff needs to be trained on how to check the additional comments on every order from the tablet.

-- Check in with the chef and their manger whether they feel it is busier than usual during this test launch due to the higher
demand of the order. We will need to consider recruiting more kitchen staff.
Next Steps