Tablet Launch

Customer Survey Results

Summary
● Test launch of Tablet is completed successfully
● This presentation covers the key findings of the tablet launch for fast and seamless dining experience
● 50 customers were surveyed using 16 questions focused on
○ Tablet Experience
○ Ease of Use
○ Wait and Turn times
● Over the course of the launch, we ensured
○ Faster checkout times
○ Faster ordering times
○ Accuracy of ordered food to reduce waste
○ Faster turntable times
 Overview

Desired Outcomes included

● Customers who use the tablets are 50% more likely to recommend the restaurant to a friend
● 98% of orders are correct when delivered to the table
● Customers are placing their tablet order within 10 minutes of being seated
Findings

● 72% of customers rated their overall tablet experience as 4 (Good) or Better

● More than half (52%) of customers didn’t rate the tablet navigation process positively but 76% said the
waitstaff trained them well on tablet usage
● 3 out of 4 customers (76%) were confident in processing their payment through the tablet
Next Steps

● Add survey questions on tablet navigation and operation to improve user design
● Reinvite unsatisfied customers to test again and gain their new feedback. If there are no better solutions,
may need to find another menu design/ vendor
● Adding an option that allow the customer to ask for a waiter if he doesn't feel comfortable using the tablet
alone
Next Steps

● Discuss adding an option to request a waiter - will this significantly reduce targets vs improve customer
satisfaction?