COOPERATION WITH BURGER KING
We have assessed the implementation of standards, courtesy and friendliness of the staff, its competence and speed of service. In addition, we proposed to carry out a quarterly Mystery Shopping research with the commitment to disclose ourselves as a mystery shopper.
Burger King is an American company that owns a global chain of fast food restaurants. It was founded in 1954 in the USA (Florida).
CLIENT: BURGER KING
FOUNDED: 1954
SPHERE: Restaurant business
REGION: North America
COOPERATION SINCE: 2016
What problem has the client faced?
The client has faced a problem of low additional food products sales.
Our main goal was to measure:
- Compliance with standards;
- Emotional performance (politeness and friendliness, staff competence, speed of service, interior);
- NPS.
What did we offer to the client?
We suggested conducting a quarterly Mystery Shopping research with the commitment to disclose ourselves as a mystery shopper.
Conditions: after a cashier suggested a mystery shopper to additionally purchase a specific product, a Mystery shopper reveals, compliments an employee and gives him a cash gift as a reward for his quality work.
Thanks to the excitement created and spread of information among staff about conducting the ‘Mystery Shopping’ program, the employees aimed to perform better and sell more.
What results have we got?
After conducting two waves of the ‘Mystery Shopping’ program with compulsory disclosure, additional sales have grown by 20-25%.
The program became self-sustaining, and the total service level of the chain has increased by 10 points.
