CASE STUDY
Smashburger lifts guest repeat rate by 15% with Curbit Kitchen Intelligence
Smashburger identified four fundamental challenges that were negatively impacting digital operations and the guest experience:
Absence of consistent brand-wide speed-of-service data.
Frequent inaccurate promise times to guests.
No live updates about order progress for customers.
Absence of order throttling during peak hours.
CHALLENGE
Can Curbit’s solution create a better experience for Smashburger’s guests?
RESULTS
Using Curbit’s advanced real-time AI platform, Smashburger effectively addressed their operational challenges and significantly enriched the overall guest experience.
Within 90 days, the locations utilizing the Curbit experience reported material improvements, as measured by A/B testing of a cohort of 31 stores with Curbit activated and 30 stores functioning as the control group
Repeat Visits:
Demonstrating the effect of a more personalized and efficient experience on customer loyalty.
Time to Pickup (TTP):
Reduced food dwell times led to fewer orders needing to be remade due to loss of quality (observed but not directly calculated).
Guest Sentiment Polarity:
Based on post-order surveys conducted 30 minutes after order receipt, with a 14.8% response rate.
Google Review Ratings:
Directly correlating to the improved guest experience.
“Nearly half of off-premise orders at Quick Serve and Fast Casual establishments receive only a 1-star rating.”
GuestXM
(formerly Black Box intelligence)
BACKGROUND
With rising off-premise orders, the lack of accurate, real-time communication between kitchen operations and guest regarding the progress of their order hurts revenue through reduced guest loyalty, less frequency, and lower online ratings.
APPROACH
Curbit’s real-time integration with Aloha kitchen, Olo, and it’s omni-channel communication channel with guests allowed it to coordinate workflow and order handoff at Smashburger. In short, Curbit provided the missing bridge between Smashburger kitchens and their digital guests.
Capabilities used by Smashburger
The following capabilities addressed the unique challenges faced by Smashburger, and paved the way for a more connected, efficient and satisfying guest experience.
Smashburger used Curbit’s platform to perform a 60 location split-test measuring the effectiveness of Curbit’s advanced system over Smashburger’s conventional approach.
Automated Guest Communication
Automated messages informed by real-time order status keep guests in the loop, enhancing satisfaction and loyalty.
Dynamic Order Throttling
Utilizing predictive ticket times, Curbit optimizes kitchen output, balancing efficiency without overstraining operations.
Kitchen Intelligence
Detailed analytics enable teams to fine-tune operations and product execution, ensuring optimal kitchen performance.
THE TEST
Both groups were surveyed following their meals, with repeat rates/frequency and review rating metrics captured.
CONTROL
Default Experience
Locations in this group used Smashburger’s default experience.
• Static promise times
• No guest communications
• No guest communications
TEST
Full Curbit Experience
Locations in this group leveraged Curbit’s full range of features, including:
• Dynamic throttling
• Kitchen intelligence
• Automated guest communications
• Kitchen intelligence
• Automated guest communications
