Case Study: Yum! Brands Inc achieves higher standards knowledge and employee engagement with QuizGame

Yum! Brands Inc - Customer Case Study

Yum! Brands Inc faced the challenge of keeping over 1,000 pages of brand standards (the 4-volume CSL) up to date and consistently followed across its KFC and Pizza Hut restaurants in Turkey. Hard-copy manuals were difficult to update and, with a young workforce and high turnover, traditional communications and training weren’t driving the behavioral change the company needed. To address this, Yum! Brands Inc adopted QuizGame, a gamification tool, to deliver CSL content in a mobile-friendly, engaging format.

QuizGame was configured with question banks drawn from the CSL, branded for the company and made accessible via mobile and desktop passwords; features like Levels, Leaderboards, Duels and the “Quarantine” mechanic drove voluntary, repeat play through weekly “Standards Contest” incentives. As a result, QuizGame rapidly improved knowledge retention (incorrect answers fell sharply within two weeks) and drove business impact: a measured 10% decrease in customer complaints about product within four months and a drop in complaint rate from 0.63% in January to 0.53% in April, with ROI improvements visible from month one. QuizGame also increased engagement across roles and continues to be used for rewards and promotion processes.

Yum! Brands Inc

Özlem Yurdakul

Human Resources Director