Curious to learn how Intouch Insight's Mystery Shopping Program has provided Heritage Partners Group with insights into both customer experience and operational compliance, leading to an overall increase in sales from three to five percent all-day growth?
Dive into the full story by watching the video below, or keep reading to discover more insights.
Heritage Partners Group is an investment and operations organization that partners with the world's most enduring consumer brands.
They own 60 Wendy's locations and 39 Papa John's locations in four US states.
The leadership team at Heritage Partners Group knew they were losing out on potential revenue due to a lack of adherence to operating standards at some of their 60 Wendy's locations. Like any busy franchisee with a large portfolio of restaurants, the team at Heritage Partners Group faced challenges enforcing compliance with their standards.
“Our customers need to trust that they can come into our restaurants, in the times that are posted, and that we’re going to be open, and that we’re going to be serving the product that they are looking for.” - Glen Brandeburg, President and Operating Partner, Heritage Partners Group.
Without the ability to be at all locations at all times, operational inconsistencies went unchecked, resulting in revenue loss. Early store closures and other operational inefficiencies were affecting their bottom line, making it challenging to maintain service quality and profitability.
Heritage Partners Group knew they needed an extra set of eyes to help them capitalize on the revenue opportunity that was in front of them.
"The reason we decided to work with Intouch Insight was straightforward. It really boiled down to being able to have a customized solution that allowed us to focus not only on the customer experience, but also to build in some things that are important to our organization, such as operational standards." - Glen Brandeburg, President and Operating Partner, Heritage Partners Group.
Heritage Partners Group collaborated with Intouch Insight to design a Mystery Shopping program focused on improving real business results. This program provides valuable insights into customer experience and operational compliance.
It goes beyond the usual customer feedback by focusing on important operational factors such as lighting, hours of operation, and product availability.
Heritage Partners Group takes a highly strategic approach to its mystery shopping program, which involves deploying mystery shoppers during late-night hours to assess if locations are fully operational and compliant.
They check for essential factors such as well-lit buildings and parking lots, visible menu boards, and adherence to scheduled closing times. The program also focuses on ensuring that customers' and employees' well-being is front and center in the experience. For example, crew members do not ask cars to wait away from the window during late-night shifts to avoid security risks.
The partnership that we've established with our organization and Intouch Insight was one of the best decisions I've made in the last year.” - Glenn Brandeburg, President and Operating Partner, Heritage Partners Group.
Since partnering with Intouch Insight, Heritage Partners Group has experienced a significant year-over-year increase in sales, which contributed to notable daily sales growth across all stores.
By putting this program in place and focusing on late night, we’ve seen an overall increase in sales from three to five percent all-day growth. If we break out the late-night daypart, one of my markets has been up over 40 percent year over year.” - Glenn Brandeburg, President and Operating Partner, Heritage Partners Group.
Significant improvements were also made in other operational areas, including refining employee behaviors and addressing specific challenges in late-night operations.
"We've seen dramatic improvement in some of our compliance items, such as ensuring that the lights are on not only on our buildings, our parking lots, but also our menu boards. We've also seen marked improvement in our stores staying open through close." - Glenn Brandeburg, President and Operating Partner, Heritage Partners Group.
Overall, the partnership with Intouch Insight has driven operational improvements, enhanced employee performance, and resulted in significant financial growth for Heritage Partners Group.
Looking ahead, Heritage Partners Group is exploring other strategic opportunities for growth, including leveraging Intouch Insight's tools to drive similar growth in other dayparts, such as breakfast.
By focusing on operational standards across different times of day, they aim to continue driving improvements in customer experience and sales.
Heritage Partners Group's journey demonstrates the power of a well-integrated customer experience and operational management strategy. Through their partnership with Intouch Insight, they've gained valuable insights, improved operational standards, and consistently delivered exceptional customer experiences across all their locations.
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