Starting in January 2024, Smart Shop, the evaluation program at Chick-fil-A®, is undergoing a significant expansion. Previously, professionals visited each restaurant four times a year, but this is now increasing to 30 visits annually, depending on the restaurant's year-round operation. The larger sample size aims to provide a more comprehensive understanding of operational performance trends, especially considering variations in days and dayparts.
With a total of 90,000 annual visits planned, Smart Shop will offer valuable data on how restaurant teams are meeting operational requirements aligned with the 4 Focus Areas of Winning Hearts Every Day. Operators will receive individual restaurant dashboards in the first quarter of 2024 to measure and track operational goals. Later in the year, a scoring model will be tested and validated to help Operators gauge relative operational performance. The expansion is seen as crucial in obtaining insights that contribute to delivering exceptional customer experiences and maintaining the brand's legacy of excellence.
Smart Shop visits remain anonymous, ensuring data validity, and the data obtained is used to highlight areas for improvement, celebrate successes, and guide operational strategies. The timeline for the program's expansion includes increased visits and dashboard launch in the first quarter, with ongoing developments throughout 2024, followed by testing and validating a scoring model in the third and fourth quarters. This expansion aligns with Chick-fil-A's commitment to continuous improvement and delivering remarkable experiences.
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