About The Wendy’s CompanyThe Wendy’s Company, known for square hamburgers and the legendary Frosty, is the world’s third largest quick service hamburger company. Wendy’s includes more than 6,500 franchise and company-operated restaurants in the United States and 29 countries and U.S. territories worldwide.
Wendy’s came to FORM looking for new ways to ensure a better experience for their customers. FORM took on the challenge of providing franchise and company operators with the tools they need to accurately evaluate and coach their restaurant teams to drive operational excellence.
The top goal for the solution was to modernize the way Wendy’s restaurants collect, analyze, and act on operational data. Key deliverables included:
- Improved ability to measure and improve food quality, safety, and consistency in the field
- Tools to analyze store evaluation data for insights to improve experiences at individual restaurants.
- Data-driven workflows used to promote system-wide operational excellence and continuous improvement.
Wendy’s implemented a custom version of FORM’s powerful and flexible mobile data collection platform to enhance and improve customer experience evaluations in restaurants. The FORM solution used a rapid approach to mobile delivery and was integrated in just over three months. It now provides Wendy’s with up-to-the-minute operational data in a streamlined workflow.
The Vice President of Customer Experience at The Wendy’s Company praised the FORM solution:
Not only do we expect this partnership to further streamline internal operations, but we’re also excited to leverage the flexibility and value of the FORM platform to find new and interesting ways to communicate with Wendy’s restaurant operators and affect change on a restaurant-by-restaurant basis. From there, we can dig deeper into the data to find even more ways to delight our customers as a system.