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Sauce & Spoon

Tablet Rollout

Impact Report

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Executive Summary

Our vision of this project is to create enjoyable dining experience for our customers by creating a menu tablet at the bar section of two of our branches which are Sauce & Spoon North and Sauce & Spoon Downtown that our customers can interact with and request their exact order at as fast as possible.

After the launch of the tablet, 86% of our guest chose a satisfaction score of 4 or 5. This shows that our customers are having good experience with the tablet. Additionally, the tablets also decreased wait time by 30 minutes leading to increased in the average daily guest count by 10%.

Also, we are able to successfully train our waitstaff on how to use the tablet and be aware of our guest pacing in order for guest to have efficient experience using the tablet.

One of the feedback received from the tablet our customers was that, the tablet did not support a quick check-out with cash. We plan to address that by providing a support for cash payment. Also some users were still complaining about receiving incorrect orders, we plan to resolve this as we move forward with our product launch.

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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.

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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.

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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.

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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.

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%.

Increased customer satisfaction

  • 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.

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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

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Appendix

  • Access all resources here.