Case Study: Arby's achieves 34% higher customer satisfaction and 4% revenue growth with InMoment

Powering Significant Increase in Key Business Metrics

Arby's, having refreshed its brand and grown to more than 3,300 locations, found its customer-listening program lagging behind the new "fast crafted" experience: outdated surveys and misaligned KPIs produced unreliable insights and limited value, threatening the momentum from its marketing and menu overhaul.

Partnering with InMoment, Arby's upgraded its guest-listening technology, combined customer feedback with operational and audit data, and used prescriptive analytics and a proprietary ROI-focused prioritization algorithm to deliver location-specific action plans. In eight months Overall Satisfaction rose 34% (with Friendliness +33%, Product Quality +22%, Cleanliness +22% and Speed +19%), and the following year revenue grew nearly 4%.

Arby's