Case Study: Pan-India Restaurant Chain achieves 66% increase in high-performers with SHL's AMCAT-Hospitality

Study proves AMCAT-Hospitality can significantly improve restaurant customer experience

Pan-India Restaurant Chain faced the challenge of improving on‑floor customer experience by identifying and developing high-performing Food & Beverage staff. SHL was engaged to run a talent‑benchmarking pilot using AMCAT‑Hospitality assessments (AMCAT English, Logical Ability, Attention to Detail and AMPI personality measures) to link employee capability to customer‑service outcomes.

SHL administered the assessments to 62 F&B employees and matched scores to manager ratings of customer service, satisfaction and communication; English, Logical Ability, Attention to Detail and Extraversion showed the strongest correlations with high performance. Using SHL’s optimization tool to set module cut‑offs, the pilot projected a 23% reduction in low performers and up to a 66% increase in high performers, demonstrating a measurable route to better customer experience.