Surveys
What are the three components of the Customer Experience Cycle
SMG - Voice of the customer
Playbook
Inspections (WDRV, FSA, RVA)
What are the 5 key drivers
Taste
Speed
Cleanliness
Accuracy
Friendliness
What is the 1&2 on the survey called and what does it mean
Zone of Defection - percentage of our customers that are not happy with their service and wont likely return
What does winning at speed look like?
Having the order ready when the customer is ready.
What two changes to our hamburger cooking process were made a few years ago to improve our hamburger taste scores?
1. Pre-cheesing
2. Salting after the cook process versus after laying meat as previously done.
What information do we get from SMG.
Everything, SMG scores are the report card that illuminates how our customers feel about their experience at your store. It reflects how they feel about their experiences and their likelihood of coming back.
How do your key driver scores affect your plan for the day (or shift in your store).
The lowest score (or two) influence the play(s) you will run for the day.
What is the 3&4 on the survey called and what does it mean
Zone of indifference. If your customers are not singing your praises and shouting about your services; then it's likely they're stuck in the 'Zone of Indifference'. This zone is somewhere in-between being a highly satisfied customer and a highly dissatisfied customer.
What does winning at taste look like?
When the customers tell you how much they love the food.
What contest do we run weekly to help with our speed?
Fast Fridays
What are the two most prominent ways we collect customer feedback
1. SMG
2. Table visits
A customer walks over to a team member and has a problem. What acronym do we use in Wendy's to fix the problem and what does each letter mean
Believe
Listen
Apologize
Satisfy the guest
Thank the guest
What is the 5 on the survey called and what does it mean
Zone of affection. That's when we "WOW" the guest.
What does winning at accuracy look like?
Getting the customer's order exactly right.
1. What contest have we ran the last few years to help with our speed scores?
2. What was the emphasis of that contest? (starts with a T)
1. Summer of speed
2. Throughput
If you get a complaint, what is the recommended time for you to call and fix the complaint
24 hours
What is our current procedural focus?
And what are we guaranteeing our customers as a result?
Our current procedural focus is on properly salting French Fries.
We started 2023 with the guarantee that Wendy's Fries will always be Hot & Crispy!
What's the relationship between the different survey scores and your sales?
The higher the survey score (5) the higher the satisfaction, the higher the likelihood they will come back and refer your store to others and inherently the higher your sales will be.
What does winning at friendliness look like?
When the customer smiles and wants to come back!
Who said these words
"Whether you sell hamburgers or computers, we are all in the customer service business. Our goal must be to exceed our customers' expectations every day."
Dave Thomas
What are the two components of a playbook and what purpose does each component serve
1. Plays - we use those to fix the deficiencies in our key drivers
2. Modules - they establish the standard, for example it establishes the standard on what properly built sandwich looks like or what winning at speed looks like
What's the importance of our key driver scores for breakfast
We are trying to get new market share for breakfast, versus other established concepts like McDs and feedback from our customers especially around the speed key driver, allows us to see opportunities for improvement
What is the minimum number of surveys you need for your surveys to count and what is our ZOD expectation for CMD?
10 surveys and 10 and below on ZOD
What does winning at cleanliness look like?
When a customer says, "This is a place I love to go"!
Customers are Highly Satisfied with their Overall Experience 97% of the time when they are Highly Satisfied with what 3 key drivers?
Taste
Accuracy
Speed