The gap between data and reality
Nick Agostino’s commitment to operational excellence has earned recognition not only as Australia’s Licensee of the Year, but as a Global Licensee of the Year – one of the highest honours in the McDonald’s system.
As the operator of the fastest drive-thru in Western Australia, Nick understands that consistently meeting customer expectations requires visibility, precision, and the right tools to drive continuous improvement.
But like many QSR operators, his team faced a familiar challenge: despite having plenty of operational data, they still lacked a clear picture of the real customer experience. The team suspected instances where parked vehicles were waiting too long, but traditional systems couldn’t accurately detect this.
“We wanted a more accurate measurement of how long customers were actually being parked and waiting for,” said Josh Robson, Operations Supervisor overseeing five of Nick’s restaurants.
Without accurate visibility into the full customer journey, identifying the right operational improvements was difficult.
End to end insights that drive results
Nick Agostino was one of the earliest adopters of Fingermark’s Eyecue vision AI Customer Journey System – recognizing early the value of operational visibility grounded in real customer experience.
“We decided to deploy Eyecue within our McDonald’s restaurants because we wanted a more realistic and accurate recording of our results and KPIs when serving customers – and to dive into opportunity areas a bit more accurately – particularly with cars that are being parked,” says Josh Robson. “Eyecue helps with diagnosing those issues so we know where to split our functions to serve customers faster.’ he went on.
Eyecue continuously monitors activity throughout the restaurant and drive-thru, giving operators an accurate, end-to-end view of what is actually happening in real time. Rather than relying on assumptions or inaccurate metrics, teams can quickly identify bottlenecks, diagnose root causes, and prioritize the actions that have the greatest impact on performance and customer experience.
“Eyecue has given us the visibility to prioritise the things that actually move the needle,” said Nick Agostino. “It’s made a massive difference to our ability to improve performance across our restaurants.”
The insights generated by Eyecue enabled Nick’s team to make targeted operational changes, including:
- Improving coordination between kitchen and drive-thru teams
- Optimising labour deployment during peak periods
- Assigning dedicated runners for parked vehicles
- Adjusting lane coverage and order-taking responsibilities
Measurable performance gains
By replacing assumptions with trusted operational insight, Nick Agostino’s restaurants have delivered measurable improvements in both speed and throughput, driving momentum, crew engagement and accountability across stores.
Key Results
- State-leading drive-thru speed: Average OEPE of 119.7 seconds, significantly outperforming the Western Australia average of 150.8 seconds
- 21% OEPE improvement achieved at the Kelmscott restaurant, serving 40 additional vehicles per day
- 300 additional vehicles served per day at the Maddington restaurant
Beyond the numbers, Eyecue has helped create a more proactive and informed operating environment – enabling teams to identify opportunities faster, make smarter decisions, and continuously improve the customer experience.
Building a culture of continuous improvement
In an industry where margins are tight and customer expectations continue to rise, operational improvements must deliver measurable business impact.
For Nick Agostino, Eyecue has become more than a reporting tool. It has become a critical operational system that transforms data into action – enabling his restaurants to operate with greater precision, consistency, and efficiency.
By giving teams trusted visibility into the real and full customer journey, Eyecue empowers operators to focus on what matters most: serving customers faster, improving team performance, and driving stronger business outcomes.