The concept of Speed of Service (SOS) is not foreign to most business owners; in fact, it’s a critical aspect of their operation. All operators will have a Speed of Service process in place. 360iQ can help drive revenue through improved SOS while maintaining a quality experience for guests. SOS can have different meanings depending on the vertical; this paper will explore its role across industries and how 360iQ can help track and improve SOS.
Introduction to Speed of Service
Today’s business owners are savvy professionals. They’re always looking for new and improved methods of driving revenue and SOS is a basic necessity in all environments. SOS is based on time and how fast a particular action can be performed. For example, a quick service restaurant (QSR) with a drive-thru may be interested in knowing how long it takes for a car to receive their order from the time the order is placed at the speaker to the time the order is handed to the customer. A fast casual restaurant may be interested in how fast a particular item is prepared and delivered to the customer. What if an owner needs to know how long it takes before a guest is seated or receives their first drink at the bar? A clothing store operator may want to know about a certain wait time at the cashiering station or how much time goes by before a guest is greeted. No matter how SOS is utilized, it will always be divided into specific ranges of time. Sometimes these are based on times of the day. For example, in a restaurant, breakfast may be between 6am and 11am, lunch between 11am and 4pm and dinner between 4pm and closing. Let’s say a dine-in pizzeria makes a pizza in 8 minutes at lunch but 10 minutes during dinner; this operator will clearly want to know how their SOS compares between the two time periods. Retail environments could use the same theory by separating days and nights, or weekdays and weekends. It’s important for operators to not only monitor these times but also to compare them. 360iQ can help by providing statistics and trends for locations and enterprises.
Why Focus on Speed of Service
Everyone has had their share of long lines and poor service. Some people will leave one location to go to another simply because the wait was too long. Owner/operators have to be mindful of this and adhere to SOS rules. Within the retail environment, operators need to be sure that their staff is attentive to customers and addressing any requests in a timely manner. Retailers want to have customers in the store shopping but when the customer is ready to check out, will he/she be willing to wait for a slow cashier? In a QSR environment it may behoove the operator to get customers in and out during lunch hours as fast as possible as these customers have time limits and appreciate the convenience of rapid service. In a fast casual environment where the pace will be a little slower, an operator might be interested in a different preparation of their product that requires a slightly slower delivery. In a table service environment SOS can take on a completely new meaning. A table service restaurant (TSR) wouldn’t merely adhere to the standard breakfast, lunch and dinner meal periods; they will want to know how long the customer waited at any given time (i.e. upon entering the location, upon being seated, etc.). Furthermore, they need to know how much it’s costing them to have a customer sit around, waiting to be served. TSR operators rely heavily on table turnover and therefore need to set certain SOS standards that allow them to make the most of each table in their dining room. An empty table is not making any money but during busy times a full table isn’t making money unless customers are ordering more and more, versus merely using the space.
How Does 360iQ Improve SOS by Providing Actionable Data
First and foremost, 360iQ provides SOS data that other online portals cannot deliver. While other systems may provide average and transaction times, 360iQ shows how long a customer waited to receive their entrée or pair of shoes, and how long it took to checkout. 360iQ’s collection points can accurately capture the timeframe of when a customer walks through the door until the time they exit. Using cameras as data collection points, 360iQ can time splice every action performed on this customer and ultimately improve an operator’s bottom line as well as the customer’s experience. With a simple graph, 360iQ can pinpoint the days/times when service was slower or faster.