Apextra Virtual Solutions

[Test Launch Findings] Summary Sauce and Spoon’s launch of a pilot rollout of tabletop menu tablets at two of our restaurant locations aims to allow the restaurant to serve more guests in less time, decrease employee burnout and will provide valuable data that'll allow the restaurant to meet its business goals, one of which is increasing the product mix by the end of June. The test launch (in meeting its milestone of the successful test of the menu tablet's ordering capability) of the project revealed that more people preferred using tablets than those who didn’t and we learned that, Sauce and Spoon should be ready to cater to different types of customers based on what comes easily to them, without us jeopardizing the customer experience and the vision we have for the restaurant. With this in mind, it’s recommended a few aspects of the ‘waiter’ experience should be retained and that the restaurant will continuously look for alternative way to reduce table turn time. The purpose of the evaluation of the survey conducted on 50 Sauce & Spoon’s friends and family members is to (as quality standards categories): ● Measure customer satisfaction on the basis of faster and more efficient customer experience after installing and using the tablets ○ ○ ● Evaluation Standard 1: Average wait time (upto 8 minutes for appetizers and 12 -15 for entrees) with the question on if we’ve improved customer satisfaction with its related indicator being guests with shorter wait times report wanting to return 20% more often than those with longer wait times Evaluation Standard 2: 98% order accuracy with the question on if customers receive correct orders with its related indicator being 98% of customers who use tablets receive the correct order Test the tablets’ ease of use ○ ○ Evaluation Standard 3: Having a one-minute checkout time with the question on if tablets are functioning properly and its related indicator being waitstaff can log into their tablet accounts on the first try Evaluation Standard 4: Less than 5% of customers who use the tablets to report technical issues each week with the question being on how quickly customers are learning how to navigate the tablets with the indicator being tablet error logs report a maximum of one error per shift With these quality standards in mind, the milestones that were evaluated for this project are: 1. Successful test of the tablet ordering 2. Training staff 3. The successful development and implementation of a customer survey Findings: 40% of guests preferred tablets Evaluation Standard 1: Despite it still being unclear on the frequency of guests desiring to return to the restaurant, it was found that due to using the tablets, more than 50% of guests waited for their order for less than 20 minutes which indicates that our goal in maintaining guests’ average wait time has most likely been achieved Evaluation Standard 2: It was found that 72% of guests received the right orders and those that didn’t, seemingly had dietary specifications which was either not detected by the kitchen staff receiving orders or instructions left on the tablet for that specific order wasn’t captured due to a glitch in the system. Other issues that arose related to more human error (e.g. entree being overcooked, substitution request not honored) than what a tablet can or cannot do. Evaluation Standard 3: It was found that 82% of guests found that the checkout process was quick, easy and secure and those that didn’t, reported glitches in the tablets delayed checkout while others had personal preferences or found convenience in paying via alternative methods i.e. cash or mobile phones. Evaluation Standard 4: It was found that 88% of guests didn’t have any technical issues with the tablets Based on the finding that more guests preferred tablets below are a few recommendations to address some of the issues found in the findings: Recommendation 1: Retaining the current way of serving our customers so that apart from encouraging them to use tablets, they still feel our staff are there and hence the humane touch in their restaurant experience. This would also cater to their payment preferences or even if it’s simply to see a welcoming face, one that can readily attend to them whenever there’s the occasional glitch in the system or if they simply prefer a waiter. Recommendation 2: Finding an alternative way to reduce table turn time especially since despite food orders being ready faster, some guests might prefer to linger or continue with conversation after their meals. Should access to the restaurant be on a reservation basis where (from experience) we’d know the average time some would thoroughly enjoy their meals and allow us to welcome the next guest (s)? As a bonus (in case waiters are busy and guests don’t prefer paying through tablets), we can consider allowing guests to pay via a mobile handset or mobile app.