CLIENT: BURGER KING
REGION: NORTH AMERICA
COOPERATION SINCE: 2016
What problem did the client face?
The client faced the problem of low-marginal sales of additional products – potatoes, sauces, and desserts. Our main goal was to measure:
- Standards performance and sales standards performance
- Emotional performance
- NPS (NET PROMOTER SCORE)
What did we offer to the Client?
We offered to conduct a quarterly Mystery Shopping with the mandatory disclosure of a mystery shopper and the construction of an internal PR.
One of the conditions of the project: after the cashier offered the mystery shopper an additional purchase of a certain product, the mystery shopper reveals himself, congratulates the employee and gives him a cash gift as a token of reward for quality work.
Thanks to the excitement created and the dissemination of information about the conduct of Mystery Shopping among the staff, employees tried to work better and sell more.
What results did we get?
After conducting two waves of mystery shopping with obligatory disclosure, additional sales grew by 20-25%, the program became self-sustainable, and the total service on the network grew by 10 points.