Restaurant customer experience

Restaurant customer experience dashboard presents the shopping experience and perceptions for in-store, drive-through, and digital purchases across several Limited-service restaurant brands. As opposed to Brand perception, it focuses on the actual customer experience rather than the customers' perceptions of the brand.

Use this dashboard to:

Understand how your customer experience benchmarks against competitors to diagnose operational issues and identify areas where you need to focus to improve, such as service, delivery, etc.
Gauge the impact of customer experience initiatives (for example, service training, restaurant renovations, etc.) and whether you are moving the needle compared to your benchmark.
Explore how your customer experience changes for different dayparts and order channels.

Watch this video to learn about Restaurant customer experience:

Customer experience

Customer shows general, high-level information on your brand perception. It includes three sections:

How are we doing overall?
How are we doing on specific parts of the experience?
How are we handling problems?

How are we doing overall?

This section shows your brand's overall delivery satisfaction, delivery order accuracy, and delivery time accuracy. Mouse over the dials to see the percentages and score of your brand and the benchmark. Additionally, when comparing against the same quarter, it displays the Period over period (PoP) variation during the selected period.

McDonald's Overall satisfaction, Net promoter score, and Likelihood to return.

How are we doing on specific parts of the experience?

This section shows how the different experience attributes perform against the Benchmark during the selected Period. Additionally, when comparing to the same quarter, it displays the Period over period (PoP) variation during the selected period

Clicking a row opens the Attribute deep-dive section where you see details on different attributes against competitors.

Specific parts of the experience attributes include: Ease of ordering your food, The portion size of the food, The taste of the food, The quality of the food, etc.

How are we handling problems?

This section shows your brand's problem's resolution satisfaction performance against the benchmark during the selected Period. Additionally, when comparing to the same quarter, it displays the Period over period (PoP) variation during the selected period.

Mouse over the dials to see the percentages of your brand and the benchmark.

McDonald's results for the questions "Did you experience a problem?" and "Did you report a problem?", and for Problem resolution satisfaction.

Customer experience by daypart

This section shows your brand's overall satisfaction, Net promoter score (NPS), likelihood to return, and the results of the question "Did you experience a problem?" against the benchmark for selected Daypart and Period. Additionally, when comparing to the same quarter, it displays the Period over period (PoP) variation during the selected period.

Mouse over the dials to see the percentages of your brand and the benchmark. Click each dial to see a bar chart breakdown by daypart. Mouse over the bars to see more details.

McDonald's Overall satisfaction, Net promoter score, Likelihood to return, and "Did you experience a problem?", as well as a bar chart for Likelihood to return breakdown by daypart.

Customer experience by order channel

This section shows your brand's overall satisfaction, Net promoter score (NPS), likelihood to return, and the results of the question "Did you experience a problem?" against the benchmark for the selected Order channel and Period. Additionally, when comparing to the same quarter, it displays the Period over period (PoP) variation during the selected period.

Mouse over the dials to see the percentages of your brand and the benchmark. Click each dial to see a bar chart breakdown by order channel. Mouse over the bars to see more details.

McDonald's Overall satisfaction, Net promoter score, Likelihood to return, and "Did you experience a problem?", as well as a bar chart for NPS breakdown by order channel.

Delivery experience

This section shows your brand's overall satisfaction, Net promoter score (NPS), likelihood to return, and the results of the question "Did you experience a problem?" against the benchmark for the selected Order channel and Period. Additionally, when comparing to the same quarter, it displays the Period over period (PoP) variation during the selected period.

Clicking an attribute row reveals the Attribute deep-dive tab where you see details of how each attribute has performed during the Comparison period.

McDonald's Overall satisfaction, Net promoter score, Likelihood to return, and "Did you experience a problem?", as well as a list of experience attributes, such as Delivery food temperature, Delivery food freshness, etc.

Attribute comparison

Attribute comparison helps you understand how your customer experience attributes perform against the benchmark. It contains several tabs, each representing an attribute, as well as the Customer experience overview tab, which lists the overview themes and suggests the ones to improve.

Toggle between Average score or Top box to see results using the average score or percentage points, including the absolute difference.

Clicking an attribute row reveals the Attribute deep-dive tab where you see details of how each attribute has performed during the Comparison period.

Attribute comparison shows several tabs, including Customer experience overview, Customer experience attributes, Drivers, Orders, etc.

Attribute deep-dive

Attribute deep-dive provides a detailed analysis for each of attributes for the selected Comparison period. It displays the scores for your brand as well as those from the competitors in the Competitive set, together with a line chart to see the scores throughout time.

Toggle between Average score or Top box to see scores using either the average score or percentage points, including the absolute difference versus the comparative average.

Hover over the score for details on how to interpret the score given for each attribute. Click Show all to select a different attribute.

"Ease of ordering your food" is the selected attribute for deep-dive analysis. It shows the attribute score against the competitors from the Competitive set and shows a line chart that shows the scores from Q2 2021 to Q4 2021.

Data and methodology

Restaurant customer experience uses the Survey dataset, by delivering surveys directly to customers' mobile phones, which have these characteristics:

Sample — 750 visitors, per brand per quarter.
Length — 6-8 minutes.
Targeting — Surveys triggered upon an observed trip to a restaurant based on Sense360 by Medallia geolocation data.
Response Window — Within one week of a validated visit to a store. 90% of the sample is collected within 72 hours of the visit.
Representativeness — Natural fallout weighted to U.S. Census representative sample.
Daypart — The assigned Daypart for each survey response is observed from the actual customer visit.
3rd-party delivery — The 3rd-party delivery experience section is based on stated behavior by the customer.

For more information, see Datasets.

Filters

Dashboards come with filters at the top of the screen to filter and organize the data shown in them. Select the field values to filter dashboard data, and then click Apply filters to see that selection reflected in the different modules. As you make selections, some of the remaining fields adjust dynamically so that only applicable options are available. To filter this dashboard, click Show filters at the top and select:

Brand: Lists of available brands for analysis. Brands displayed depend on what market you are is set up with.
Benchmark: The market used to compare your metrics against to understand if you are over or under performing. Options include: Competitive set, Casual dining, Full-service restaurant (FSR), Family dining, Fast casual, Limited-service restaurant (LSR), Pizza, Quick service.
Order channel: Channels in which orders were placed. Options are Total (all channels), In restaurant, Drive-thru, Digital, Phone.
Daypart: Parts of the day where the visit takes place, including Entire day, Breakfast, Lunch, Afternoon, Dinner, Late night.
Period: Quarters from different years.

To export the dashboard information as a Excel file, click Export.

What's next?

Together with Restaurant customer experience, use these dashboards to obtain supplementary insights:

KPI tracking — Digs deeper into insights uncovered for specific KPIs, competitors, or geographies.
Competitive performance — Adds context on what are your biggest top-line sales behavioral drivers of performance and compare them to your competitors.
Contact your Customer success manager to send a custom survey to dig deeper into the insights uncovered for a specific customer segment.