Sauce & Spoon. Point-of-Service System Test Launch

1.

Point-of-Service System Test Launch
Customer Survey Results Analysis
Q2 2022

2.

Summary
Launched a pilot rollout of tabletop menu tablets at the Sauce & Spoon North
and Downtown bar areas.
Milestones
Tablet sourcing and configuration
Digital menu design and branding
Staff training
Test launch

3.

Survey
After the test launch, conducted a customer survey to measure:
Amount of time between placing and receiving an order
Check-out process user friendliness
Customer wait time in the lobby before getting a table
Tablet functionality
Order accuracy

4.

Main Findings
Overall experience with the tablet (rated on a scale of 1 to 5)
45%
40%
72% of customers had a
positive experience
35%
30%
25%
20%
14% of customers had a
neutral experience
15%
10%
5%
14% of customers had a
negative experience
0%
1- Lacking
2
3- Neutral
4
5- Great

5.

Next Steps
Based on customer responses, these are our recommendations:
Cash payments process and ordering
Provide the option of cash payments in the tablet check-out process.
Design a seamless process for paying with cash.
Clearly communicate that the tablet check-out process only accepts credit cards.
Develop a mix of tablet ordering and waiter interaction.

6.

Next Steps
Order accuracy
Have a brainstorm session with the team to develop ideas for improving order precision.
Work with Carter and the kitchen staff to find ways to adjust processes in order to improve
order accuracy.
Identify common customer detailed requests and evaluate making changes to the menu
item or creating an additional menu item based on these.

7.

Thank you.