PURPOSEFUL INNOVATION ROLLOUT

Driving Implementation Using Customer Input

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The Challenge

With the increase in mobile ordering putting pressure on meal assembly procedures, a leading fast food restaurant chain wanted to validate the multiple elements of a new process and their impact on the overall customer experience. They partnered with MMR LIVE to assess current operations, make recommendations to improve efficiencies and optimize meal assembly for order fulfillment, and reassess post improvements. ​

The Experience Solution

LIVE field teams observed in-store operations nationwide by talking to customers and staff to evaluate the end-to-end process. Additional, in-depth customer interviews provided nuanced data that was integrated into the overall feedback for the client Experience Audit report.

The LIVE Impact

LIVE provided a Summary of Findings with detailed operational recommendations based upon Customer perceptions of their overall restaurant experience, speed of service and order accuracy.

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