Post on 19-Jun-2015
description
D ATA T R A N S F O R M E Dwhat we receive
Verifying orders happens about 80% of the time across the chain.
At the Drive-thru
ORDER VERIFICATION.. .. . .
WHEN WHERE
At time of order placement
At the front counter
PURPOSE
Our Strategy • Enthusiastically fulfill our requirements
Text Analytics show that scores for patronsmentioning that an employee smiled are significantly higher – 82% Highly Likely to Recommend vs. 68% for those who did not mention smiling.
• Be RespectfulWhen Customers mention Respect in comments, they are more likely to recommend our company – 76% Highly Likely to Recommend vs. 69% Average for Customers leaving comments.
OTHER REQUIREMENTS
Table Approaches
• Restaurants performing: 86% • If conducted, within range: 80%
Guests • Delivered meals: 95%
Carry Large Orders • Carried large orders: 98%
(63 of 64 Stores) Order Verification
• Outside order confirmation: 62% • Inside order confirmation: 45%
87% of restaurants assessed performed all 3required service behaviors
CHAIN.. .
8 8 8Approached Table Approached Table
within 10-15 minute Spoke enthusiastically
Spoke to customer
Ensured customer has everything before
departing the table
Carried large orders
OPERATIONAL EXCELLENCE.. .
Why is OE important for business?
of customers that reported smiling from an employeewere highly likely to recommend the restaurant
Operational Excellence
Offer Suggestions
Look at customer
Engage
Be Helpful
SERVICE.. .
Why is service important?
of customers that reported sincerity from an employeewere highly likely to recommend the restaurant
Service
Check in
Refills
Offer to help
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EMERGING AND PROSPECTIVE CUSTOMERS VIEW US DIFFERENTLY THAN EXISTING CUSTOMERS
Using the drive-thru is very easy
The stores are comfortable places to visit
They value me as a customer
They offer a level of service that other chains do not
They are a company that welcomes everyone
(n=129)
(n=1,225)
(n=208) 18% pts
25% pts
24% pts
27% pts
21% pts
4
70%
15%
9%
3% 3%
KID’S MEALS
How often in past month have you purchased a Kid’s Meal?
N=2,873
Adult Only
6
5HighlyLikely
Raving Fans
4Likely
3Somewhat
Likely
2Not Very
Likely
1Not At All
Likely
0 times 1 time 2 times 3 times 4+ times
LIK
ELIH
OO
D O
F R
ECO
MM
END
ING
TO O
THER
S IN
TH
E N
EXT
30 D
AYS
VISITATION IN PAST 30 DAYS
EmergingCustomers
Indifferents
Infre-quents
ProspectiveCustomers
4% Favorite: 74%
Monthly Visits: 6.3
7% Favorite: 44%
Monthly Visits: 3.4
22% Favorite: 10%
Monthly Visits: .7
40 % Favorite: 35%
Monthly Visits: 1.3
27% Favorite: 20%
Monthly Visits: 0.0
FRAMEWORK BASED ON ANSWERS TO TWO QUESTIONS
9
25
l e a r n
“
“
“
““
They are acompany that welcomes everyone
18% gap%
50% gap%
50% gap57% gap
27% gap
25% gap
57% gap
52% gap
21% gap24% gap
Using the drive-thru is
They offer a level ofservice that other chains
do not
The restaurants arecomfortable places to visit
They value me asa customer
C U S T O M E R S
P R O S P E C T I V EC U S T O M E R S
70%
71% 69%
71%
70%
I N F R E Q U E N T S
gap between currentand emerging
gap between currentand emerging
49%
37%38%
36%
40%
I N D I F F E R E N T S 20%
21%13%
14%
17%
56%
50% 56%
53%
52%
E M E R G I N GC U S T O M E R S 52%
44% 48%
46%
46%
BUDGET STORY
Brian Grady | KSD | 3.25.14
GENERAL CONTRACTOR COST
BRAND IMAGE COST
PROFESSIONAL FEES
MISCELLANEOUS
LAND
REAL ESTATE
. . .categories
breakdown
7
G E N E R A L C O N T R A C T O R C O S T
M I S C E L L A N E O U S
P R O F E S S I O N A LF E E S
B R A N D I M A G EC O S T
SITE
BUILDING
MISCELLANEOUS
SITE ORDER CHANGE
BUILDING ORDER CHANGE
MISC CHANGE ORDERS
EQUIPMENT
PERMITS
LIQUID BOOT/VAPOR BARRIER
REIMBURSEMENTS
CIVIL ENGINEER
GEOTECH
ARCHITECTURE ENGINEER
CONSTRUCTION
FLAGPOLE
MILLWORK
PLAYGROUND
SIGNAGE
LANDSCAPE
BUDGET STORY.. .
56%
24%
12%
7%
PROFESSIONAL FEES
overview
10% 12%
2008 2013 2014
$67,234 $87,268 $92,478
cost percentage
ARCHITECTURE + ENGINEERING 27.1%
STAFF TRAVEL FEES 1.1%
GEOTECHNICAL
PREFERRED SERVICE PROVIDER 6.6%
CONSTRUCTION MANAGEMENT 12.5%
CIVIL ENGINEERING FEES 33.5%
KITCHEN DESIGN 0.6%
7%
Brian Grady | KSD | 3.25.14
professional fees + soft costs
9
Architectural + Engineering
a. Master Design Partner Fees
b. Site Adapt Architects 40%
c. Mechanical Engineers 20%
d. Electrical Engineers 15%
e. Plumbing Engineers 15%
f. Structural Engineers 10%
Kitchen Design Fees
Civil Engineering Fees
Geotechnical + Soils Consulting
Construction Management Consulting
Preferred Service Provider Fees
Additional Fees, Costs, and Overhead
$53,866
$4,500
$14,546
$8,773
$6,080
$5,080
$4,387
$1,200
$31,707
$13,387
$1,591
NA
$1,126
$27,013
NA
$10,805
$5,403
$3,052
$2,052
$2,701
$850
$25,556
$9,226
$9,673
NA
$1,650
2008
$25,823
$1,500
$12,329
$5,165
$5,723
$6,623
$1,082
$3,100
$30,804
$14,827
$13,344
$9,500
$4,100
2013 2014
general contractor costs
2008 2013 2014
11
Site
a. Meter + Tap Fees
b. Demolition + Site Preparation
c. Clearing, Excavation, + Grading
d. Site Utilities
e. Parking Lot Lighting
f. Pavement Surfaces
g. Outdoor Dining Environment
h. Landscaping
Building
a. Building Structure
b. Interior Construction
c. Mechanical + Electrical Systems
Miscellaneous
Site Order Change
Building Order Change
Misc. Change Orders
$200,552
$456,771
$132,452
$40,676
$11,534
$10,336
$ - - - - - -
$ - - - - - -
$ - - - - - -
$ - - - - - -
$ - - - - - -
$ - - - - - -
$ - - - -
$ - - - - -
$ - - - - -
$ - - - - -
$ - - - - - -
$ - - - - - -
GENERAL CONTRACTOR FEESoverview
10% 13 %
2008 2013 2014
- - - - - $1,425,321 - - - - -
cost percentage
BUILDING 52.6%
SITE 28.3%
SITE ORDER CHANGE 5.2%
MISCELLANEOUS10.9%
MISC. ORDER CHANGE 1.2%
BUILDING ORDER CHANGE 1.7%
56%
Brian Grady | KSD | 3.25.14
what we create
transformation by