A nationwide quick service restaurant chain, along with its beverage provider, partnered to conduct a drive thru promotional campaign. The beverage provider was interested in increasing fountain sales, but also in having the beverage fill evaluated by the mystery shoppers.
The restaurant chain was interested in drive thru service times and key customer service behaviors. Confero worked with both companies to develop a nationwide on-the-spot rewards mystery shopping program. Employees were rewarded for meeting specific criteria at specific customer touch points, such as greeting and thanking customers. Following the shop visit, the beverage fill was measured and then reported along with the mystery shop results.
As a result of this promotional mystery shopping partnership program, fountain sales volume increased, suggestive selling improved by 36% and both companies received the cup size and fill information needed to make sizing decisions for the future.