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Chick-fil-A is known and loved for many reasons, like their iconic Chick-fil-A sauce and customer service. However, how can this brand measure their success and continue to improve? 

the ask:

Identify KPIs and business objectives that can be measured and quantified through a brand analytics dashboard for Chick-fil-A.

research insights:

1. Chick-fil-A generates more revenue per store than any other US fast food chain

2. Ranked #1 fast food restaurant in the US in the American Customer Satisfaction Index - customer service is their "secret sauce"

3. They have the longest wait times and longest lines in the fast food industry

our objectives:

1. Increase average revenue per store

2. Maintain a favorable customer experience

the dashboard:

Our dashboard was created to address these 2 key business objectives using appropriate metrics. We wanted the dashboard to be adaptable to all levels of the Chick-fil-A brand. Therefore, we kept local, regional, and national perspectives in mind throughout the dashboard's design.

recommendations:

How can this data could be used to drive business decisions? By referencing our preliminary research alongside the dashboard, we created 4 recommendations that will help Chick-fil-A accomplish our identifed objectives - increasing average revenue per store, and maintaining a favorable customer experience.

1.

Integrate surveys into the Chick-fil-A mobile app

Spark accurate and timely data in regards to customer sentiment

Create more opportunities to improve the Chick-fil-A experience by prioritizing their "secret sauce"

2.

Create a new meal combination offering 

Garner more attention for menu items that generate low profits

Address the "4 for $4" trend that is sweeping through the fast food industry

3.

Open more stores in opportune areas - which can be shown in the dashboard

Expand the brand while also increasing revenue per store in the future

Allows for an opportunity to decrease local wait times

4.

Implement an off-peak pricing strategy

Drive customers to visit the restaurant during slower hours

Incentivize a greater ticket size due to the price discount

my roles:

Brand audit

Industry research

Identify dashboard metrics

Dashboard sketches

Design final presentation deck

meet the team:

Emilee Lampert 

Alexandria Reid 
Angel Song 

      email: majdicpa@mymail.vcu.edu

      phone: (757) 903-6825

       www.linkedin.com/in/paigemajdic/

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