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Activity Template - Sauce & Spoon Test Launch Findings

The results of a tablet rollout pilot program across two locations found that most customers had a positive experience using the tablets but wait times for tables exceeded 15 minutes for over half of customers. While checkout times and food delivery times met goals, only 16% of customers signed up for a loyalty program using the tablets. Next steps include analyzing table turn times to reduce waits and improving the tablet interface and marketing to boost program signups.

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Mishelle Oña
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363 views6 pages

Activity Template - Sauce & Spoon Test Launch Findings

The results of a tablet rollout pilot program across two locations found that most customers had a positive experience using the tablets but wait times for tables exceeded 15 minutes for over half of customers. While checkout times and food delivery times met goals, only 16% of customers signed up for a loyalty program using the tablets. Next steps include analyzing table turn times to reduce waits and improving the tablet interface and marketing to boost program signups.

Uploaded by

Mishelle Oña
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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[Tablet Rollout Survey Results]

Summary

At our two pilot locations we have completed the test launch of our tabletop menu
tablets. The tasks that helped us achieve this milestone starting a month a half ago
included:
- Purchase the tablets making sure they have the correct technical requirements
- Coordinating with internal teams, for the successful training and familiarization
with the new process.
- Loop in marketing for the campaigns
Overview

Our goal for this test was to:


- Increase our average ticket time for appetizers for ~ 8-12min and for
entrees for ~15min.
- Have a checkout time of less than a minute.
- Reduce the technical issues our customers have while using the
tablets.
- Reduce customer wait time in lobby to be < 10min.
Findings

What worked?
- 86% of customers had a positive or neutral experience
- 86% received their food in >30 minutes.
- 82% found the checkout process quick, easy, and secure.

Opportunities:
- 54% of customers had to wait >15min for a table
- Only 16% of customers signed up for the Birthday Club using the
tablets
Next Steps

● Identify the main reasons why we have a waiting time of >15min by


analyzing table turn times.
● Follow up with marketing to improve the tablet interface and UX or
talk directly with the vendor.
Next Steps

● Consider giving two options two the customer. Either using the tablet or interacting
with the waiter. Then follow up with surveys to analyze findings so that we can
understand why some people prefer a waiter.

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