Shorter waiting in restaurants and drive-through
An example of how data has helped McDonald’s improve in the KPI called ‘speed of service’. This is a measure of the time it takes from when an order is registered, until the meal is delivered to the customer.
Speed of service was one of the data points that was not possible to see before working with Inviso.
Jacob explains: “Before we got the dashboards, the Restaurant Managers could not see ‘what is great’. Maybe they knew their own speed of service at a high level, but when they could not compare with other restaurants, it was of little worth to know.”
When they were able to access the new data in interactive dashboards, it gave a completely new opportunity to see how a single restaurant is performing in relation to the others on a specific point.
Jacob continues: “Now they can see how they are performing compared to the other restaurants. But what is even more important is that they can now click through the dashboards and find out why their speed of service is different than expected. Now they can easily zoom into e.g. the point of the day when service is not as fast as expected, or the time of the week when it happens. It means that they can now see when the problems start and launch solutions that are within their own circle of influence.”
The possibility to diagnose problems and pinpoint precisely when they originate has led to McDonald’s restaurants throughout Denmark improving their average speed of service by 6% and increasing drive-through customers served per hour by 20% in 2020; impressive results in a year where restaurants’ operations have fundamentally changed due to COVID-19.