With greater visibility of the customer journey and data the team can trust, McDonald’s Sandy Bay is using Eyecue to make better operational decisions, motivate its team and deliver a more consistent customer experience.
Chad Dix oversees two McDonald’s restaurants for Alice Gilbertson in Tasmania, Australia. After introducing Eyecue into one restaurant, Chad has seen a noticeable improvement in operational visibility and performance – demonstrating the value Eyecue AI can bring to restaurant operations.
Seeing what was previously invisible
Before deploying Eyecue, McDonald’s Sandy Bay didn’t have a timing system that gave the team a complete view of the customer journey. They wanted to improve the customer experience, but lacked the visibility to understand exactly where the opportunities were.
“We wanted a system that allowed us to actually travel with the customer through their entire journey,” says Chad.
Eyecue now gives the team a real-time view of performance, allowing them to track customer patterns and drill down into the detail – including performance in 15-minute intervals.
That visibility has exposed issues they simply couldn’t see before, from scheduling and rostering opportunities to underlying process and operational issues.
“Eyecue has added value to our operation by exposing those vulnerabilities that before were probably blind sides to us. It’s allowed us to look at where we currently function well, and more importantly, help us determine what we need to do differently.”Chad explains.
It means the team can identify patterns, adjust how they operate and pivot based on what the data is telling them.
Data the team can trust and act on
One of the biggest differences Chad sees between his two restaurants is the confidence his Sandy Bay team has in the data.
“I feel we’ve got a lot more reliability and trust in the data that Eyecue provides.”
The real-time dashboards give managers an accurate view of current performance. For Chad, this means he can get “a much more accurate reflection of actual performance versus delayed performance” and respond in the moment.
But the impact isn’t just operational. The visibility has changed the way the team behaves.
“What Eyecue’s allowed us to do is move with more purpose,” says Chad.
Because the team can see their performance and understand how they’re tracking, they become more engaged in achieving the right outcome. The dashboards make progress visible, creating a sense of motivation and healthy competition.
“The team love the system,” Chad says. “They’re intrinsically motivated to achieve the best possible outcome for a customer.”
Delivering a better experience for customers
For Chad, the ultimate measure of Eyecue’s impact is what customers experience.
Their customers have repeatedly commented on faster service and greater consistency, with some saying they now have more confidence that their experience will meet expectations. Chad has also noticed positive feedback around hospitality and engagement.
Sandy Bay now operates the fastest drive-thru in Tasmania based on Eyecue customer data, but Chad sees the value as much broader than speed alone. Eyecue has helped create a customer-first performance culture where the team can see what is happening, understand where they need to improve and take action.
A ‘no-brainer’ ROI measured in customer loyalty
For Chad, the investment in Eyecue is easy to justify.
“I think it’s customer loyalty. The return on investment is measured in customer satisfaction metrics. It’s measured in seeing the same faces more often.”
That loyalty is particularly important when customers can choose between competing restaurants. A faster, more consistent and more engaging experience gives them a reason to return.
“One of the things I found that’s quite profound is the pace and hustle the teams display on the floor. When you’ve got a system, where the reliability and dependability in the data is far more accurate, the team just move differently.” Chad says.
That change in behaviour is helping Sandy Bay deliver a more consistent experience – one that keeps customers coming back.