Food + Beverage

Quick Service + Drive-Thru Customer Experience

Customer preference fluctuates at an unprecedented rate within the Quick Service and Drive thru sector. As a result, it is especially important that brands within this industry stay up to date about these trends, whether that involves service, menu options or building aesthetics.

The most successful brands with the industry are those that create a Customer Experience initiative which is consistent from upper management to the point of sale.

Quick Service and Drive-Thru Mystery Shopping

Mystery Shopping and Secret Shopping programs can be a valuable asset to Quick Service and Drive-Thru brands because it provides information provided directly from passionate consumers. Additionally, this is an informative perspective because the brand itself gets to determine the parameters of the customer’s opinion, resulting in directed and actionable insights.

Quick Service and Drive-Thru Voice of Customer

Voice of customer feedback surveys are an additional tool that can be used to paint the overall Customer Experience picture for quick service and drive-thru brands, because the information provided is directly sourced from customers eager to share their opinion. Having this program available to your customer will show that you are open to criticism and willing to adjust your standards to your customer’s desires.

A properly designed voice of customer feedback survey initiative can deliver a rich set of ongoing insights, including:

  • Customer perception of your brand
  • Number of customers that are converted into brand ambassadors
  • Which of your individual branches are outperforming others
  • Whether or not your employees are meeting your brand standards

Quick Service and Drive-Thru Compliance Audits

There is inherent risk for any brand that serves food to its customers, and this is especially true within the quick service and drive thru-sector. Having an established compliance audit program can help mitigate risk for your brand as well as gain answers to these key questions:

Are employees following the protocols to which they have been trained?
Do our customers experience our brand in the manner we envision?
Is actual speed of service aligned to operational criteria and expectations?
Do our locations adhere to visual presentation, cleanliness and customer safety standards?

Integrated or Stand-Alone Programs | Unified Reporting + Analytics

Second To None is differentiated in our ability to offer Operationally-based measurement solutions – Mystery Shopping and Compliance Audits – along with Customer-based solutions Voice of Customer feedback surveys – then unifying data streams into a robust, real-time and role-specific Analytics and Insights platform.

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