Case Study: Chipotle improves digital ordering and saves revenue with Fullstory

Chipotle reclaims 71.5% of lost revenue with FullStory

Chipotle, a global fast casual food brand, faced challenges with friction in its digital ordering process and inaccuracies in store inventory availability online. To address these issues, they partnered with FullStory and utilized its digital experience intelligence platform, including Session Replay, to pinpoint customer experience problems.

Using FullStory, Chipotle's analytics team identified and documented a specific service error, leading to a fix that reclaimed over 70% of the impacted revenue. Furthermore, Fullstory enabled them to track unavailable menu items across their 3,500+ locations, stress inventory importance to stores, and immediately reduce stock gaps. This solution helped Chipotle improve customer satisfaction and save millions of dollars annually.

Chipotle