Situation: Weak sales had plunged the stock price down to a 7-year low. Leadership called for a multi-million dollar investment to reverse the trend and regain industry status. Energy was growing around solving customers’ top complaint- inaccuracy of orders received. Many solutions had been proposed, but none were driving the desired results.
Approach: Using data analytic expertise, Halverson mined over 5 million customer feedback records to better define the customer’s perspective on inaccurate orders. With strong client partnership, Halverson established buy-in to dig deep into the problem to pinpoint the root causes of inaccuracy. Using cameras and microphones in carefully selected restaurants, thousands of transactions were captured from beginning to end (order to delivery), coded, and analyzed to determine root causes and the context of the inaccuracies (e.g., day part, staffing levels, types of orders, employee training levels).
Result: Halverson Group established a true baseline of inaccuracies which was significantly higher than previously detected through secret shops that served to drive improvement targets. Analytic results indicated that the cause of most inaccuracies occurred not where expected, and not where most solutions had been targeted. Additional analysis provided deeper insight around the very specific conditions under which these inaccuracies were more likely to occur. Three solution criteria were established to guide innovation efforts. Significant investment was made in targeted solutions that are being tested and refined.
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