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Data Transformed Infographic

Orange Sparkle Ball, Inc.
Orange Sparkle Ball, Inc.

The document discusses operational excellence and service at a restaurant chain. It shows that customers who reported employees smiling were 82% likely to recommend the restaurant, compared to 68% for those who did not mention smiling. It also shows that customers who reported employees being respectful were 76% likely to recommend the company, compared to 69% on average. The document provides data on key service metrics and requirements around order verification, table approaches, delivering meals, and carrying large orders.

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DATA TRANSFORMED what we receive Verifying orders happens about 80% of the time across the chain. At the Drive-thru ORDER VERIFICATION ...... WHEN WHERE At time of order placement At the front counter PURPOSE Our Strategy Enthusiastically fulfill our requirements Text Analytics show that scores for patrons mentioning that an employee smiled are significantly higher 82% Highly Likely to Recommend vs. 68% for those who did not mention smiling. Be Respectful When Customers mention Respect in comments, they are more likely to recommend our company 76% Highly Likely to Recommend vs. 69% Average for Customers leaving comments. OTHER REQUIREMENTS Table Approaches Restaurants performing: 86% If conducted, within range: 80% Guests Delivered meals: 95% Carry Large Orders Carried large orders: 98% (63 of 64 Stores) Order Verification Outside order confirmation: 62% Inside order confirmation: 45% 87% of restaurants assessed performed all 3 required service behaviors CHAIN ... 8 8 8 Approached Table Approached Table within 10-15 minute Spoke enthusiastically Spoke to customer Ensured customer has everything before departing the table Carried large orders OPERATIONAL EXCELLENCE ... Why is OE important for business? of customers that reported smiling from an employee were highly likely to recommend the restaurant Operational Excellence Offer Suggestions Look at customer Engage Be Helpful SERVICE ... Why is service important? of customers that reported sincerity from an employee were highly likely to recommend the restaurant Service Check in Refills Offer to help !"# !!# !$# !$# %&# %$# %'# %&# %(# %$# $)# *+# *'# *+# *'# '# +'# &'# ('# !'# %'# $'# *'# "'# EMERGING AND PROSPECTIVE CUSTOMERS VIEW US DIFFERENTLY THAN EXISTING CUSTOMERS Using the drive-thru is very easy The stores are comfortable places to visit They value me as a customer They offer a level of service that other chains do not They are a company that welcomes everyone (n=129) (n=1,225) (n=208) 18% pts 25% pts 24% pts 27% pts 21% pts 4 70% 15% 9% 3% 3% KIDS MEALS How often in past month have you purchased a Kids Meal? N=2,873 Adult Only 6 5 Highly Likely Raving Fans 4 Likely 3 Somewhat Likely 2 Not Very Likely 1 Not At All Likely 0 times 1 time 2 times 3 times 4+ times LIKELIHOODOFRECOMMENDING TOOTHERSINTHENEXT30DAYS VISITATION IN PAST 30 DAYS Emerging Customers Indifferents Infre- quents Prospective Customers 4% Favorite: 74% Monthly Visits: 6.3 7% Favorite: 44% Monthly Visits: 3.4 22% Favorite: 10% Monthly Visits: .7 40 % Favorite: 35% Monthly Visits: 1.3 27% Favorite: 20% Monthly Visits: 0.0 FRAMEWORK BASED ON ANSWERS TO TWO QUESTIONS 9 25 l e a r n They are a company that welcomes everyone 18% gap% 50% gap% 50% gap57% gap 27% gap 25% gap 57% gap 52% gap 21% gap24% gap Using the drive-thru is They offer a level of service that other chains do not The restaurants are comfortable places to visit They value me as a customer C U S T O M E R S P R O S P E C T I V E C U S T O M E R S 70% 71% 69% 71% 70% I N F R E Q U E N T S gap between current and emerging gap between current and emerging 49% 37%38% 36% 40% I N D I F F E R E N T S 20% 21%13% 14% 17% 56% 50% 56% 53% 52% E M E R G I N G C U S T O M E R S 52% 44% 48% 46% 46% BUDGET STORY Brian Grady | KSD | 3.25.14 GENERAL CONTRACTOR COST BRAND IMAGE COST PROFESSIONAL FEES MISCELLANEOUS LAND REAL ESTATE ... categories breakdown 7 G E N E R A L C O N T R A C T O R C O S T M I S C E L L A N E O U S P R O F E S S I O N A L F E E S B R A N D I M A G E C O S T SITE BUILDING MISCELLANEOUS SITE ORDER CHANGE BUILDING ORDER CHANGE MISC CHANGE ORDERS EQUIPMENT PERMITS LIQUID BOOT/VAPOR BARRIER REIMBURSEMENTS CIVIL ENGINEER GEOTECH ARCHITECTURE ENGINEER CONSTRUCTION FLAGPOLE MILLWORK PLAYGROUND SIGNAGE LANDSCAPE BUDGET STORY ... 56% 24% 12% 7% PROFESSIONAL FEES overview 10% 12% 2008 2013 2014 $67,234 $87,268 $92,478 cost percentage ARCHITECTURE + ENGINEERING 27.1% STAFF TRAVEL FEES 1.1% GEOTECHNICAL PREFERRED SERVICE PROVIDER 6.6% CONSTRUCTION MANAGEMENT 12.5% CIVIL ENGINEERING FEES 33.5% KITCHEN DESIGN 0.6% 7% Brian Grady | KSD | 3.25.14 professional fees + soft costs 9 Architectural + Engineering a. Master Design Partner Fees b. Site Adapt Architects 40% c. Mechanical Engineers 20% d. Electrical Engineers 15% e. Plumbing Engineers 15% f. Structural Engineers 10% Kitchen Design Fees Civil Engineering Fees Geotechnical + Soils Consulting Construction Management Consulting Preferred Service Provider Fees Additional Fees, Costs, and Overhead $53,866 $4,500 $14,546 $8,773 $6,080 $5,080 $4,387 $1,200 $31,707 $13,387 $1,591 NA $1,126 $27,013 NA $10,805 $5,403 $3,052 $2,052 $2,701 $850 $25,556 $9,226 $9,673 NA $1,650 2008 $25,823 $1,500 $12,329 $5,165 $5,723 $6,623 $1,082 $3,100 $30,804 $14,827 $13,344 $9,500 $4,100 2013 2014 general contractor costs 2008 2013 2014 11 Site a. Meter + Tap Fees b. Demolition + Site Preparation c. Clearing, Excavation, + Grading d. Site Utilities e. Parking Lot Lighting f. Pavement Surfaces g. Outdoor Dining Environment h. Landscaping Building a. Building Structure b. Interior Construction c. Mechanical + Electrical Systems Miscellaneous Site Order Change Building Order Change Misc. Change Orders $200,552 $456,771 $132,452 $40,676 $11,534 $10,336 $ - - - - - - $ - - - - - - $ - - - - - - $ - - - - - - $ - - - - - - $ - - - - - - $ - - - - $ - - - - - $ - - - - - $ - - - - - $ - - - - - - $ - - - - - - GENERAL CONTRACTOR FEES overview 10% 13 % 2008 2013 2014 - - - - - $1,425,321 - - - - - cost percentage BUILDING 52.6% SITE 28.3% SITE ORDER CHANGE 5.2% MISCELLANEOUS 10.9% MISC. ORDER CHANGE 1.2% BUILDING ORDER CHANGE 1.7% 56% Brian Grady | KSD | 3.25.14 what we create transformation by

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Data Transformed Infographic

  • 1. DATA TRANSFORMED what we receive Verifying orders happens about 80% of the time across the chain. At the Drive-thru ORDER VERIFICATION ...... WHEN WHERE At time of order placement At the front counter PURPOSE Our Strategy Enthusiastically fulfill our requirements Text Analytics show that scores for patrons mentioning that an employee smiled are significantly higher 82% Highly Likely to Recommend vs. 68% for those who did not mention smiling. Be Respectful When Customers mention Respect in comments, they are more likely to recommend our company 76% Highly Likely to Recommend vs. 69% Average for Customers leaving comments. OTHER REQUIREMENTS Table Approaches Restaurants performing: 86% If conducted, within range: 80% Guests Delivered meals: 95% Carry Large Orders Carried large orders: 98% (63 of 64 Stores) Order Verification Outside order confirmation: 62% Inside order confirmation: 45% 87% of restaurants assessed performed all 3 required service behaviors CHAIN ... 8 8 8 Approached Table Approached Table within 10-15 minute Spoke enthusiastically Spoke to customer Ensured customer has everything before departing the table Carried large orders OPERATIONAL EXCELLENCE ... Why is OE important for business? of customers that reported smiling from an employee were highly likely to recommend the restaurant Operational Excellence Offer Suggestions Look at customer Engage Be Helpful SERVICE ... Why is service important? of customers that reported sincerity from an employee were highly likely to recommend the restaurant Service Check in Refills Offer to help !"# !!# !$# !$# %&# %$# %'# %&# %(# %$# $)# *+# *'# *+# *'# '# +'# &'# ('# !'# %'# $'# *'# "'# EMERGING AND PROSPECTIVE CUSTOMERS VIEW US DIFFERENTLY THAN EXISTING CUSTOMERS Using the drive-thru is very easy The stores are comfortable places to visit They value me as a customer They offer a level of service that other chains do not They are a company that welcomes everyone (n=129) (n=1,225) (n=208) 18% pts 25% pts 24% pts 27% pts 21% pts 4 70% 15% 9% 3% 3% KIDS MEALS How often in past month have you purchased a Kids Meal? N=2,873 Adult Only 6 5 Highly Likely Raving Fans 4 Likely 3 Somewhat Likely 2 Not Very Likely 1 Not At All Likely 0 times 1 time 2 times 3 times 4+ times LIKELIHOODOFRECOMMENDING TOOTHERSINTHENEXT30DAYS VISITATION IN PAST 30 DAYS Emerging Customers Indifferents Infre- quents Prospective Customers 4% Favorite: 74% Monthly Visits: 6.3 7% Favorite: 44% Monthly Visits: 3.4 22% Favorite: 10% Monthly Visits: .7 40 % Favorite: 35% Monthly Visits: 1.3 27% Favorite: 20% Monthly Visits: 0.0 FRAMEWORK BASED ON ANSWERS TO TWO QUESTIONS 9 25 l e a r n They are a company that welcomes everyone 18% gap% 50% gap% 50% gap57% gap 27% gap 25% gap 57% gap 52% gap 21% gap24% gap Using the drive-thru is They offer a level of service that other chains do not The restaurants are comfortable places to visit They value me as a customer C U S T O M E R S P R O S P E C T I V E C U S T O M E R S 70% 71% 69% 71% 70% I N F R E Q U E N T S gap between current and emerging gap between current and emerging 49% 37%38% 36% 40% I N D I F F E R E N T S 20% 21%13% 14% 17% 56% 50% 56% 53% 52% E M E R G I N G C U S T O M E R S 52% 44% 48% 46% 46% BUDGET STORY Brian Grady | KSD | 3.25.14 GENERAL CONTRACTOR COST BRAND IMAGE COST PROFESSIONAL FEES MISCELLANEOUS LAND REAL ESTATE ... categories breakdown 7 G E N E R A L C O N T R A C T O R C O S T M I S C E L L A N E O U S P R O F E S S I O N A L F E E S B R A N D I M A G E C O S T SITE BUILDING MISCELLANEOUS SITE ORDER CHANGE BUILDING ORDER CHANGE MISC CHANGE ORDERS EQUIPMENT PERMITS LIQUID BOOT/VAPOR BARRIER REIMBURSEMENTS CIVIL ENGINEER GEOTECH ARCHITECTURE ENGINEER CONSTRUCTION FLAGPOLE MILLWORK PLAYGROUND SIGNAGE LANDSCAPE BUDGET STORY ... 56% 24% 12% 7% PROFESSIONAL FEES overview 10% 12% 2008 2013 2014 $67,234 $87,268 $92,478 cost percentage ARCHITECTURE + ENGINEERING 27.1% STAFF TRAVEL FEES 1.1% GEOTECHNICAL PREFERRED SERVICE PROVIDER 6.6% CONSTRUCTION MANAGEMENT 12.5% CIVIL ENGINEERING FEES 33.5% KITCHEN DESIGN 0.6% 7% Brian Grady | KSD | 3.25.14 professional fees + soft costs 9 Architectural + Engineering a. Master Design Partner Fees b. Site Adapt Architects 40% c. Mechanical Engineers 20% d. Electrical Engineers 15% e. Plumbing Engineers 15% f. Structural Engineers 10% Kitchen Design Fees Civil Engineering Fees Geotechnical + Soils Consulting Construction Management Consulting Preferred Service Provider Fees Additional Fees, Costs, and Overhead $53,866 $4,500 $14,546 $8,773 $6,080 $5,080 $4,387 $1,200 $31,707 $13,387 $1,591 NA $1,126 $27,013 NA $10,805 $5,403 $3,052 $2,052 $2,701 $850 $25,556 $9,226 $9,673 NA $1,650 2008 $25,823 $1,500 $12,329 $5,165 $5,723 $6,623 $1,082 $3,100 $30,804 $14,827 $13,344 $9,500 $4,100 2013 2014 general contractor costs 2008 2013 2014 11 Site a. Meter + Tap Fees b. Demolition + Site Preparation c. Clearing, Excavation, + Grading d. Site Utilities e. Parking Lot Lighting f. Pavement Surfaces g. Outdoor Dining Environment h. Landscaping Building a. Building Structure b. Interior Construction c. Mechanical + Electrical Systems Miscellaneous Site Order Change Building Order Change Misc. Change Orders $200,552 $456,771 $132,452 $40,676 $11,534 $10,336 $ - - - - - - $ - - - - - - $ - - - - - - $ - - - - - - $ - - - - - - $ - - - - - - $ - - - - $ - - - - - $ - - - - - $ - - - - - $ - - - - - - $ - - - - - - GENERAL CONTRACTOR FEES overview 10% 13 % 2008 2013 2014 - - - - - $1,425,321 - - - - - cost percentage BUILDING 52.6% SITE 28.3% SITE ORDER CHANGE 5.2% MISCELLANEOUS 10.9% MISC. ORDER CHANGE 1.2% BUILDING ORDER CHANGE 1.7% 56% Brian Grady | KSD | 3.25.14 what we create transformation by