News

Wendy's powers up new mobile data platform for continuous operational improvement

April 27, 2018

Wendy's is implementing a special version of the WorldAPP mobile data collection platform, Form.com, to boost its restaurants' customer experience evaluations. The burger chain will use the tool to measure and improve quality, food safety, and consistency at its stores, a news release said.

"We're always looking for new ways to create a better experience for the customer. I believe that starts by providing franchise and company operators with the tools they need to accurately evaluate and coach their restaurant teams to drive operational excellence," Wendy's Vice President of Customer Experience Frank Leary said in the release. 

Wendy's leadership will analyze data gathered from these evaluations to drive calibrated strategies that improve experiences at individual restaurants. The chain will use this data to promote system-wide operational excellence and continuous improvement.

Leary said the tool will help the chain streamline internal operations and pinpoint ways to communicate with 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," he said.

WorldAPP CEO Oleg Matsko said the partnership is an important step in modernizing the way restaurants collect, analyze, and act-on operational data.

WorldAPP delivered and integrated the custom Form.com solution in just over three months, allowing Wendy's to access up-to-the-minute operational data in a streamlined workflow.

Wendy's is the world's third-largest quick-service hamburger company, with 6,600 franchise and company-operated restaurants globally.