Case Study: Arby’s achieves stronger guest insights and brand resurgence with FranConnect

How Arby’s Drove a Brand Resurgence with Fast Crafted Fare and a Focus on Guest Insights

Arby’s needed a stronger customer experience strategy because its existing Voice of Customer program had lost momentum, leadership support was waning, and feedback insights had plateaued. While its long-running RizePoint-based Operations Review captured internal performance data across food safety, standards, and guest experience, Arby’s still lacked a true view into the guest perspective. To address this, Arby’s turned to FranConnect’s customer experience optimization support, with InMoment as the platform used to connect operational and customer data.

FranConnect helped Arby’s implement a more holistic VoC approach that integrated RizePoint A.O.R. data with customer experience insights, creating a fuller view of each location’s performance. The solution delivered automated intelligence, clearer actions from the data, and better team engagement around guest experience improvements. As a result, Arby’s gained a more effective program to enhance service and drive sales, and FranConnect’s customers are said to outperform industry benchmarks by 2.1x.

Arby’s