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Sauce & Spoon Tablet Rollout: Impact Report

The tablet rollout project at two Sauce & Spoon restaurants was successful. Customer satisfaction increased from 72% after the pilot to 86% after launch, and revenue grew 20% following implementation. The project helped reduce wait times, food waste, and increase daily guest counts and holiday sales. Based on feedback, some navigation and payment messaging were improved. Next steps include expanding the tablets to more locations and adding new features.

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2K views9 pages

Sauce & Spoon Tablet Rollout: Impact Report

The tablet rollout project at two Sauce & Spoon restaurants was successful. Customer satisfaction increased from 72% after the pilot to 86% after launch, and revenue grew 20% following implementation. The project helped reduce wait times, food waste, and increase daily guest counts and holiday sales. Based on feedback, some navigation and payment messaging were improved. Next steps include expanding the tablets to more locations and adding new features.

Uploaded by

sam
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Sauce & Spoon

Tablet Rollout

Impact Report
Executive Summary

This project was a pilot rollout to install tabletop menu tablets at the bar section of Sauce & Spoon North and Sauce &
Spoon Downtown restaurants by the beginning of the second quarter (Q2). The project was launched with the vision of
increasing customer satisfaction and retention by reducing delays in service and providing quality service which would
subsequently help to increase the profit margin.

The project was a success in many ways. Customer satisfaction was high and we met our internal revenue goals. Just
after the pilot, customer satisfaction was at 72%. Post implementation based on improvements based on feedback,
customer satisfaction increased to 86%. Our monthly revenue has increased steadily since the tablet rollout, upwards of
20% since September/pre-rollout

Conducting a test run and analyzing the survey results helped immensely with identifying the tasks that needed a slight
tweaking. Approaching with a positive and encouraging attitude and reminding that every one is working towards the
same goals, helped with getting the staff to adapt to new approaches or changes.
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 19% 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 Increased customer satisfaction

● Implementation of the tablets increased the ● After the pilot, customer satisfaction was at
average daily guest count by 10%. 72%.
● Tablets also decreased wait time by 30 ● Once we implemented improvements based on
minutes.
feedback, customer satisfaction increased to
Decreased food waste 86%.

● Tablets identified who was receiving an Increased sales


incorrect order.
● Kitchen staff has taken the initiative to ● Our monthly revenue has increased steadily
correct orders and decrease food waste by since the tablet rollout, upwards of 20% since
50%. September/pre-rollout.
● Tablets also helped boost revenue during the
holiday season.
Lesson Learned

● At the test, our guests seemed to have some trouble with the navigation, so we switched to a layout that guests
have found much simpler.

● At test we were behind on our objective of reducing table turn time, so we worked with the general managers on
ways to speed things up. - training wait staff be more aware of guest pacing

● Another change based on feedback was we implemented some better messaging around making sure guests
know they’re paying with a card only. And I’m pretty sure we’ve weeded out the glitch tablets through a new pre-
service checking system! We wanted fewer than 5% of customers reporting tech issues, and we got there.
Next Steps: Looking Forward

Initiative Action Date

Implement tablets in more Create new project plan for new Q2


locations location installation

Continue to track customer Continue surveying/ Ongoing


experience and satisfaction gathering data through various
means

Expand tablet features Investigate new features like social Q4


media integration, reservations,
videos, etc.
Appendix
- [link the project proposal]
- [link the project charter]
- [link the project plan]
- [link the evaluation findings presentation]

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