Our client in the restaurant arena had engaged in a customer experience improvement program but many of the key internal constituents had not engaged and in many cases were actively looking for ways to avoid the process.
We conducted a cohort analysis to understand how the group that participated in the customer experience program benefited and improved. The results showed that participants who actively engaged had better sales, were better able to build their tickets and were requested more by customers -- all resulting in higher and more gratuities received.
A communications piece outlining the study was created and shared with the entire restaurant server population. In the piece, the difference in gratuity level between active engagers and non-engagers was presented clearly.
The customer experience improvement program saw in increase in active participation resulting in an improvement in profitability for the brand.