To keep customer satisfaction high, the speed of service is a key figure. Correct and comparable data is required to get a full picture of the speed of service. Reviewing all timing sections and potential bottlenecks within the Drive-thru lane is key. By creating comparability between the restaurants, the crews can be encouraged to improve customer service and thus increase customer satisfaction.
Our SOTEC CloudPlug IoT Gateway is installed in the restaurant and sends data from sensors in the drive lane and the POS system in real-time to an AppEngine app. Theese data are aggregated and stored in BigQuery – all secured by McDonald’s Global Authentication Service (GAS) which is also integrated. The restaurant can see its own performance report and how it performs in relation to other sites.
Over 800 restaurants are currently participating in DTS and in the meantime. The solution is being deployed to restaurants in Ireland too. It has reduced the waiting time in the Drive-Thru lane and improved the overall customer satisfaction rate for restaurants since the dashboard was enabled.
View all our use cases here.
McDonalds UK
2015
McDonald's is the world's largest chain of quick-service restaurants, serving tens of millions of customers daily worldwide. McDonald’s in the UK and Ireland is operating over 1200 restaurants with over 800 having a drive lane.
