THE CHALLENGE
Jack in the Box hired IntelliShop for targeted mystery shopping services to test a refined menu in order to streamline operations, gauge customer response, and improve Team Member handling of discontinued item requests.
CLIENT OBJECTIVES
Through IntelliShop’s Mystery Shopping CX Evaluation solution, Jack in the Box sought to:
- Retain customers and reduce revisit declines
- Assess menu change impact on customer behavior
- Evaluate efficacy of staff training programs
OUR APPROACH
Using mystery shopping, IntelliShop recommended:
- Shoppers were instructed to request discontinued items to evaluate associates’ efforts in redirecting them to similar alternatives.
THE SOLUTION
Our team implemented a Mystery Shopping CX Evaluation program across 60+ restaurants where a new menu was being piloted. The tracking study measured improvements in Team Members’ fluency and effectiveness over time, following coaching feedback.
THE RESULTS USING MYSTERY SHOPPING
Alternative Suggestions Increased With Feedback & Training
Coaching significantly improved Team Members’ likelihood of offering alternatives, as shown by the Mystery Shopping CX Evaluation results. During the first round, alternatives were suggested 59% of the time, increasing to 72% by the second round.
Friendliness Perception Improved in Direct Relation to Alternative Menu Suggestions
As fielding progressed, Team Members improved in communicating product unavailability in a manner perceived as friendly by customers. Initially, friendliness ratings were moderate, but by the second round, 76% of Team Members were rated as friendly. This improvement helped reduce customer disappointment and increased the likelihood of repeat visits.
Offering alternatives greatly boosted perceptions of friendliness, with such Team Members being 62% more likely to be seen as friendly. Verbatim analysis revealed key factors shaping this perception, aiding repurchase intent and guiding improvements to training programs.
KEY METRICS
- Menu alternative suggestions increased by 22%
- Friendliness score improved to 76%
For a deep dive into setting up a mystery shopping program, check out our Ultimate Guide to Mystery Shopping.