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    Activity Template Sauce Spoon Test Launch Findings

    Uploaded by

    Sabah Nisar
    The document summarizes the results of a customer survey for a pilot rollout of tabletop menus at two restaurant locations. Key findings include: - Only 1/3 of customers used the tablet to order multiple items, and appetizer sales increased slightly over 2% - 72% had a positive experience but many found the tablets difficult to use and thought staff instructions could be improved - Only 26% waited less than 10 minutes and about half received food within 20 minutes of ordering - 28% of orders were inaccurate, possibly due to issues entering special requests or kitchen preparation - Next steps are to fix technical issues, provide additional staff training, recruit more kitchen staff, and set up payment options on the tablets.

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd

    Activity Template Sauce Spoon Test Launch Findings

    Uploaded by

    Sabah Nisar
    2K views6 pages
    The document summarizes the results of a customer survey for a pilot rollout of tabletop menus at two restaurant locations. Key findings include: - Only 1/3 of customers used the tablet to order multiple items, and appetizer sales increased slightly over 2% - 72% had a positive experience but many found the tablets difficult to use and thought staff instructions could be improved - Only 26% waited less than 10 minutes and about half received food within 20 minutes of ordering - 28% of orders were inaccurate, possibly due to issues entering special requests or kitchen preparation - Next steps are to fix technical issues, provide additional staff training, recruit more kitchen staff, and set up payment options on the tablets.

    Original Description:

    Test Launch Findings for Project Management Course

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    The document summarizes the results of a customer survey for a pilot rollout of tabletop menus at two restaurant locations. Key findings include: - Only 1/3 of customers used the tablet to order multiple items, and appetizer sales increased slightly over 2% - 72% had a positive experience but many found the tablets difficult to use and thought staff instructions could be improved - Only 26% waited less than 10 minutes and about half received food within 20 minutes of ordering - 28% of orders were inaccurate, possibly due to issues entering special requests or kitchen preparation - Next steps are to fix technical issues, provide additional staff training, recruit more kitchen staff, and set up payment options on the tablets.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    2K views6 pages

    Activity Template Sauce Spoon Test Launch Findings

    Uploaded by

    Sabah Nisar
    The document summarizes the results of a customer survey for a pilot rollout of tabletop menus at two restaurant locations. Key findings include: - Only 1/3 of customers used the tablet to order multiple items, and appetizer sales increased slightly over 2% - 72% had a positive experience but many found the tablets difficult to use and thought staff instructions could be improved - Only 26% waited less than 10 minutes and about half received food within 20 minutes of ordering - 28% of orders were inaccurate, possibly due to issues entering special requests or kitchen preparation - Next steps are to fix technical issues, provide additional staff training, recruit more kitchen staff, and set up payment options on the tablets.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 6

    Test Launch Customer Survey Results

    Summary
    Project Goal:
    Launch a pilot rollout of tabletop menu at two Sauce and Spoon restaurant locations; North and
    Downtown. Aiming to Increase customer satisfaction level with fresh and quick food service.
     Cut food waste by 25% by the end of Q2
     Reduce the table turn time by 30 minutes by the end of Q2, resulting in decreased customer result
    time
     Increase the daily customer guest clients by 10% by the end of Q2
     Increase the appetizer sales by 15% on average by the end of Q2
     Increase the average check of $65 - 75 to all locations by the end of Q2
     The staffs are trained to implement the tablet before the beginning of Q2

    Milestone Completed
     Tablet vendor selection
     Tablet design and installation
     Training
    Overview
    What this survey is designed to evaluate on our initial launch:
     How much % increase in the appetizers sales?
     How much % increase in the multiple sales?
     How long did the customers waited before being seated?
     How long did the tablet reduce the ticket time?
     Did the order accuracy increase?
     Was the customer satisfied with the checkout process?
     Is the tablet easy for customers to use?
     Was the staff well-trained to guide the customers through the tablet?
     How can we improve the tablet?

    These can be measured by the indicators, as below:


     More than 50% of the customers order the appetizers during their visit
     More than 20% of the customers order appetizers when they also order dinner
     Customer wait less than 10 minutes on average
     86% of customers get their food within 30 minutes
     72% of the customers receive correct order
     78% of the customers find the checkout process on the tablet acceptable
     76% of the customers are fully guided on how to use the tablet
     12% or less of the customers report issue with the tablet each week
     90% of customers are willing to come back again
    Findings
     All the customers during their visit will order dinner, *2% of
    them order appetizers. However, only slightly more than 1/3
    of customers used the tablet to put in their multiple orders.
     Majority of the customers (72%) have positive experience
    with the tablets. Nearly have of the customers think it is
    easy to navigate and make order from the menu, while
    others found it somewhat difficult to very difficult. This is
    related to the staff instructions (24% think not well enough)
    and the possibility the menu design is not user friendly
    enough.
     Only 26% of the customers have lobby waiting time less
    than 10 mins. And about half of the customers received food
    within 20 mins after ordering.
     There are 28% of orders that were not prepared accurately.
    It can be because of kitchen staff or customer didn’t know
    how to put the special request in order. There was only 12%
    of the customer that had technical issues with the tablets.
    Next Steps
    1. We will fix those technical issues that the customers raised in the comments
    2. Organise second round of training workshop by asking the staff, what they have concerns
    or re not sure about in this test launch, and share training for addressing those points to
    all the staff to improve the tablet instructions. Role play to find out what else is missing or
    can be improved.
    3. Kitchen staff need to be trained on how to check the additional comments on every order
    from the tablet.
    4. Check in with the chef and their manager whether they feel it is busier than usual during
    this test launch, due to the higher demand of the order. We will need to consider
    recruiting more kitchen staff.
    Next Steps

    1. Set up the checkout system, so that the customers can use their phone to pay / a button on
    the tablet to call the staff to pay the bills
    2. Recollect the data after the aforementioned steps being implemented to see whether the
    waiting time and ticket time is improved.

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