Apextra Virtual Solutions

Sauce & Spoon Tablet Rollout Impact Report Executive Summary Project Vision: The tablet rollout project at two Sauce and Spoon restaurant locations improved the overall restaurant experience with the use tablets. Key accomplishments: ● ● Once we implemented improvements based on feedback, customer satisfaction increased to 86% ○ This was contributed to by the task of switching to a layout that customers found much simpler after having complained about hiccups with navigation Additionally, implementation of the tablets increased the average daily guest count by 10% ○ One contributing actions is that the restaurant addressed some of the guests complaints on being unable to pay in cash by streamlining the process for them. This increased revenue for the restaurant by 20% Lessons Learned: ● ● In addressing the lack of understanding between what the front of house staff does and the back of house staff does, we look to encourage sharing experiences as this will help everyone work together more effectively. A step is to develop a more comprehensive training session, or even break the training up into two parts Since there was vacation time for team members that was unaccounted for, the tablet implementation took longer. Hence, we’ll strive to to make sure we plan things properly based on everyone’s availability. Next Steps: ● ● Implement tablets in more locations Continue to track customer experience and satisfaction Customer Satisfaction: Pilot Q. On a scale of 1-5, please rate your experience with the tablet overall. This pie chart illustrates the results from the post-pilot survey. 72% of respondents indicated a customer satisfaction score of 4 or 5. Customer Satisfaction: Launch Q. On a scale of 1-5, please rate your experience with the tablet overall. This pie chart illustrates the results from the post-launch survey. 86% of respondents indicated a customer satisfaction score of 4 or 5. This is a 14% increase. Revenue Tablet Launch April 23 This is a chart of Sauce & Spoon revenue, showing that after tablet implementation, revenue increased. July revenue was up to 20% over April’s monthly revenue. What Worked: Key Accomplishments Decreased table turn time ● ● Implementation of the tablets increased the average daily guest count by 10%. Tablets also decreased wait time by 30 minutes. Increased customer satisfaction ● ● Decreased food waste ● ● Tablets identified who was receiving an incorrect order. Kitchen staff has taken the initiative to correct orders and decrease food waste by 50%. After the pilot, customer satisfaction was at 72%. Once we implemented improvements based on feedback, customer satisfaction increased to 86%. Increased sales ● ● Our monthly revenue has increased steadily since the tablet rollout, upwards of 20% since September/pre-rollout. Tablets also helped boost revenue during the holiday season. Next Steps: Looking Forward Initiative Action Date Implement tablets in more locations Create new project plan for new location installation Q2 Continue to track customer experience and satisfaction Continue surveying/ gathering data through various means Ongoing Expand tablet features Investigate new features like social media integration, reservations, videos, etc. Q4 Appendix ● Access all resources here.