Case Study: Arby’s drives brand resurgence and guest satisfaction with FranConnect

Arby’s boosts overall satisfaction 34% with FranConnect

Arby's, a major quick-service restaurant chain, faced a challenge with its existing Voice of Customer program, which suffered from a lack of leadership enthusiasm and plateauing insights. Its internal operational assessment data, managed in RizePoint, was also disconnected from direct guest feedback. To gain a holistic view of performance, Arby's partnered with FranConnect's integration capabilities to bridge this data gap.

FranConnect implemented a seamless integration between Arby's operational audit data from RizePoint and its customer feedback data. This allowed for the automatic generation of location-level reports with two prescriptive improvement priorities for each restaurant. As a result of using FranConnect's solution, Arby's saw significant metric increases in just eight months, including a 34% rise in overall satisfaction and a 33% improvement in staff friendliness, driving its brand resurgence.

Arby’s