THE CHALLENGE
When it comes to franchise mystery shopping, IntelliShop leads the path. An industry leading chain of more than 2,200 quick-serve restaurants needed to gain immediate visability and a thorough understanding of their customer experience.
CLIENT OBJECTIVES
Through IntelliShop’s franchise mystery shopping solution, the client sought to:
- Measure success in providing timely, efficient, and friendly service to customers in drive-thru operations.
- Evaluate compliance including associate adherence to strict safety, cleanliness, and food preparation guidelines.
- Quickly digest operational assessments across franchises in real-time.
OUR APPROACH
IntelliShop recommended:
- Customer Experience Evaluations – Measure the overall customer experience with franchise mystery shopping in restaurant locations by evaluating brand standard compliance of drive-thru operation.
- Real Time Reporting – Our client used IntelliShop’s Direct Delivery mystery shopping program to receive real-time, image-rich snap shots focused on operational assessments via email and phone, as well as aggregate data through a mobile app.
THE SOLUTION
To ensure consistent brand execution across all locations, IntelliShop developed a custom, comprehensive evaluation program specifically designed to assess franchise performance in drive-thru operations. This tailored solution measured key performance indicators such as speed of service, order accuracy, food quality, guest interaction, and overall facility condition—critical components that directly impact customer satisfaction and brand perception.
Franchise mystery shopping evaluations were conducted four times per month at each franchise location, providing consistent, year-over-year benchmarking data. During each visit, professional evaluators engaged in the full customer experience—from placing an order at the drive-thru to interacting with team members at the window or register. Shoppers observed and scored the visit based on predefined criteria, with special attention paid to order accuracy, friendliness of service, food taste, and cleanliness of both the facility and the employee presentation.
To maintain accuracy and immediacy, each evaluation was submitted in real-time, giving corporate stakeholders instant visibility into operational performance and areas needing improvement. The overall benefits of franchise mystery shopping and this continuous feedback loop empowered leadership teams to make data-driven decisions that drive consistency, boost satisfaction, and enhance the bottom line.
THE RESULTS FROM FRANCHISE MYSTERY SHOPPING
Thanks to IntelliShop’s franchise mystery shopping program, the client gained immediate, actionable visibility into the customer experience at every franchise location—across all dayparts, not just peak hours. This continuous stream of real-time insights allowed leadership to pinpoint and correct CX breakdowns quickly, leading to measurable operational improvements.
Key improvements included:
- Faster delivery and drive-thru service times
- More consistent and courteous customer interactions
- Increased order accuracy and food quality control
- Enhanced facility cleanliness and presentation
Armed with this data, the client made strategic adjustments that directly impacted both guest satisfaction and sales performance.
Results that speak for themselves:
- Nearly 2% year-over-year increase in average store sales
- $13 million in additional revenue—driven entirely by CX improvements
- Higher mystery shopping scores across the board, reflecting better execution and alignment with brand standards
This is the power of real-time reporting + consistent CX evaluations—a formula that turns insights into income.
KEY METRICS
- Average sales increased nearly 2% year-over-year
- Increase of $13 million in average store sales