Post-COVID, the Quick Service Restaurant (QSR) sector has faced increasing challenges to recruit, manage and retain its workforce. These challenges are amplified for business owners needing to maintain teams across multiple venues.
OneTap Feedback, in partnership with Balesk and powered by Buzzy's advanced platform, has successfully addressed these challenges by creating an exit survey that maps positive customer feedback to the roster, allowing business owners to identify good performance, and encourage more of it through acknowledgement and praise.
This case study explores how OneTap Feedback has transformed the culture behind its QSR customers’ Operations Management through Buzzy’s platform and the pivotal role of Balesk in this transformation.
Core Challenge: Surveillance of performance by remote teams
Owners of retail operations are reliant upon their teams to deliver a good transactional experience for their customers. QSR business owners also rely upon their teams to maintain the quality of their product. Post COVID, the talent pool has shrunk, and staff churn rates have increased, which results in a diminished experience for customers of businesses that fail to properly train and retain their customer facing teams.
Owners of these businesses have an existential need to monitor the performance of their teams, take remedial action quickly, and foster a positive team culture that identifies and retains good performers. Surveillance is vital.
Traditional surveillance methods do not adequately serve the post COVID environment..
Customer feedback systems mounted near the cash register (Point of Sale systems) measure the transactional experience only, before the customer has encountered the ambience, cleanliness and food quality that are vital components of the QSR experience. POS mounted systems also fail to attract negative feedback which neuters their efficacy.
Mystery shoppers are expensive, and provide insight based upon a single transaction.
Google Reviews are inconvenient for customers to provide, thus acutely limiting their volume and skewed toward negative feedback because unhappy customers are more motivated to leave vengeful feedback.
OneTap Feedback's solution
Real-time feedback collection
OneTap Feedback collects feedback from customers at the exit corridor of QSR businesses, making it easy for happy customers to express the satisfaction. OneTaps experience proves that up to 20% of customers will tap a smiley face emoji as they leave QSR premises.
OneTap maps the feedback to rosters, to provide multi-site owners with insights about the customer experience across their entire network, no matter how remote the teams are. The data also provides vital insights for Operations Managers, through granular summaries for each restaurant, day part, shift leader and team member.
Time stamps on the feedback combine with CCTV footage to provide a level of surveillance that inspires teams to elevate their performance because Management is watching through the eyes of every customer.
Accountability becomes popular
OneTap Reporting has pivoted away from reviewing negative feedback, allowing business owners to create a positive team culture by using positive feedback as a foundation of the surveillance and communications that flow from it.
It’s a game changer
The detail provided by OneTap has not been available to multi-site QSR business owners before. It provides new ways to manage their teams in the post COVID world. For example, business owners are now able to provide praise, or short training videos, direct to individual team members mobile phones based upon guidance provided by customer feedback. A video featuring a custom AI avatar of the business owner delivering the praise or training tips dramatically enhances the efficacy of the whole system.
Offline capture
WiFi service in hospitality environments is notoriously unreliable. For OneTap this is compounded by the distance between the kiosk at the exit corridor and the modem in the back office. Buzzy's offline-first survey capture capabilities ensures that even when Wi-Fi is unavailable, feedback is gathered in the kiosk and provided to the Buzzy server as soon as WiFi is restored.
Customized surveys
Through Buzzy’s low-code platform and Balesk’s mastery of it, OneTap is able to easily customise surveys to reflect the brand livery and unique business objectives of each of its clients.
This includes Lead Capture for outbound SMS marketing channels, QSR codes linking to Loyalty App downloads, and customer feedback about new menu items and sales promotional activities in pre-launch test environments.
Enhanced features with Buzzy
OneTap Feedback has leveraged several key features of the Buzzy platform to overcome these challenges effectively:
Offline functionality
Uninterrupted Feedback Collection: Buzzy's offline-first approach ensures that OneTap Feedback can gather customer insights even in locations with poor Wi-Fi connectivity. Data syncs automatically once the device reconnects, providing reliable data collection without disruption.
Scalability and integration with Tableau
Comprehensive Data Management: Buzzy’s platform supports extensive data capture, which integrates seamlessly with Tableau for detailed reporting and analysis. This helps store managers and corporate teams access actionable insights to enhance customer satisfaction and drive sales.
Flexibility in survey customization
Rapid Customization: Buzzy enables quick customization and deployment of surveys. This agility allows OneTap Feedback to respond rapidly to seasonal changes, marketing campaigns, and urgent customer needs, ensuring that surveys remain relevant and effective.
Easy Updates: Surveys and applications can be updated remotely, even on offline kiosks, ensuring minimal disruption to operations and maximum responsiveness to market demands.
Multi-platform readiness
Future-Proof Technology: While OneTap Feedback currently operates on Apple devices, Buzzy's use of Figma allows the creation of both web and native applications. This readiness means OneTap can easily expand to Android in the future, offering flexibility for platform expansion.
Collaboration with Balesk
Balesk, a trusted Buzzy business partner, played a crucial role in developing the OneTap Feedback solution. Their expertise in leveraging Buzzy's platform ensured a seamless integration and customization process, enabling OneTap Feedback to maximize the benefits of Buzzy’s advanced features.
Balesk's role included:
Expert Development: Balesk utilized Buzzy’s capabilities to build a robust feedback solution tailored to the retail food segment.
Implementation Support: They provided ongoing support during the implementation phase, ensuring that the OneTap Feedback solution met all operational and customer requirements.
Conclusion
The integration of OneTap Feedback with Buzzy’s platform, developed in partnership with Balesk, has significantly enhanced the ability to address core challenges in the QRS sector. By leveraging offline functionality, scalability, flexible survey customization, and multi-platform readiness, OneTap Feedback is now better equipped to improve customer satisfaction, streamline operations, and adapt to future needs.
For more information on how Buzzy can transform your feedback solutions, see more of Buzzy's Case Studies.
More information:
OneTap Feedback: https://onetapfeedback.com.au/
Balesk: andrew@balesk.com
Buzzy: www.buzzy.buzz