Arby’s combined operational-assessment data with customer-experience feedback to turn location-level insights into clearer priorities and measurable improvements.
Challenge: Connect Operations With the Guest Experience
Arby’s had used RizePoint for more than a decade to run the Arby’s Operations Review, a detailed assessment covering food safety, brand standards, service and restaurant execution. The program generated valuable operational data, but leadership wanted a stronger connection between those internal standards and what guests were actually experiencing.
Solution: Correlate Audit and Customer Feedback
Arby’s integrated RizePoint operational data with InMoment customer-experience data so location teams could evaluate both operational performance and guest perception in a unified improvement process. More than 13,000 operational reviews were completed annually, while customer feedback provided an additional perspective at the restaurant level.
The combined model helped identify the improvement areas most likely to affect loyalty and performance, then gave managers structured actions to address them.
Results
Within eight months, participating restaurants reported measurable gains across key guest metrics:
- 34% improvement in overall satisfaction
- 33% improvement in friendliness
- 22% improvement in product quality
- 22% improvement in cleanliness and facility
- 19% improvement in speed of service
- 12% improvement in corrected orders
The integrated approach gave Arby’s a more actionable view of how brand standards, operating execution and guest perceptions influenced one another.
