Wendy’s customer evaluations go mobile
Wendy’s Company wants to make it easier for restaurant managers to pinpoint how to improve food quality and the overall restaurant experience.
The fast-food retailer added a mobile data collection platform from WorldApp called form.com, to improve how it collects customer experience evaluations in its restaurants. The company will use the platform to collect customer feedback, then measure responses to improve quality, food safety, and consistency in the field.
The solution, which was integrated in just over three months, provides company users with real-time operational data. Wendy's leadership analyzes data gathered from the evaluations, then uses the details to create strategies that improve experiences at individual locations. The company will also use this data to make continuous improvements.
"We're always looking for new ways to create a better experience for the customer, and I believe that starts by providing franchise and company operators with the tools they need to accurately evaluate and coach their restaurant teams to drive operational excellence,” said Frank Leary, VP of customer experience, The Wendy's Company. “We're excited to leverage the flexibility and value of the platform to find new and interesting ways to communicate with Wendy's restau-rant operators, and affect change on a restaurant-by-restaurant basis.”
In addition to being a step in modernizing how it collects, analyzes, and acts on operational data, Wendy’s Company expects the technology to further streamline internal operations, Leary added.
Wendy’s Company operates approximately 6,600 franchise and company-owned restaurants in the United States, and 30 countries and U.S. territories worldwide.
The fast-food retailer added a mobile data collection platform from WorldApp called form.com, to improve how it collects customer experience evaluations in its restaurants. The company will use the platform to collect customer feedback, then measure responses to improve quality, food safety, and consistency in the field.
The solution, which was integrated in just over three months, provides company users with real-time operational data. Wendy's leadership analyzes data gathered from the evaluations, then uses the details to create strategies that improve experiences at individual locations. The company will also use this data to make continuous improvements.
"We're always looking for new ways to create a better experience for the customer, and I believe that starts by providing franchise and company operators with the tools they need to accurately evaluate and coach their restaurant teams to drive operational excellence,” said Frank Leary, VP of customer experience, The Wendy's Company. “We're excited to leverage the flexibility and value of the platform to find new and interesting ways to communicate with Wendy's restau-rant operators, and affect change on a restaurant-by-restaurant basis.”
In addition to being a step in modernizing how it collects, analyzes, and acts on operational data, Wendy’s Company expects the technology to further streamline internal operations, Leary added.
Wendy’s Company operates approximately 6,600 franchise and company-owned restaurants in the United States, and 30 countries and U.S. territories worldwide.