Campus Burgers
Here is a little about our project. Campus burger is heavily marketed around their $1.99 Smash burger, but adhering to this price could be damaging their customer satisfaction rate. With the price of raw ingredients going up and based on several 1-star reviews submitted to Campus Burgers on Yelp. We have devised a detailed list of problems with food quality and customization, service speed and availability, payment options and order accuracy. Some of the issues highlighted by customers include; soggy buns, tasteless patties, limited or no options for modifications, slow service, cashless payment system, and missing items in the order. Also, customers have reported to be unhappy with the staff’s inability to convey information effectively, insufficient seating for customers and lack of special dietary options.
Our proposed solution was creating systems with the following elements: electronic feedback management, customer options for order modifications and an instant verification of order accuracy.
The system will include:
- Digital Feedback – We are going to implement a tool that will enable us to sort and analyze the customers’ feedback and thus improve where it is necessary.
- Order Customization – Offering few but easily understandable choices like “no sauce” without overcomplicating the process.
- Order Accuracy Monitoring – Increasing the interaction between the kitchen and front-end staff to help avoid errors and delays.
- Cash Payment Options – To bring back cash payments and still ensure that the transactions are fast and efficient.
- Allergy & Dietary Accommodation Features – Educating customers on the presence of allergens and providing instructions on how to prepare the meals differently.
Our maintenance steps would be:
- Collect more detailed feedback from the customers through a survey.
- Assess feasibility of aforementioned changes in the system above and hone in on the most realistic and applicable one(s).
- Move forward with a basic plan after having assessed a cost centric solution.
What I learned over the course of this project was to carefully implement necessary technologies to maximize ROI above all else. In this specific scenario, our goal was to improve profit margins for this business while retaining their high customer volume. A concise assessment of technology needed is crucial so we don’t over invest into an issue that could be solved with minimal needs.