Customer Story:

Engagement Drives Profit: How a Restaurant Chain Unlocked $700K in Value

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Turning Employee Experience into Bottom-Line Results

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Challenge:

Fast casual restaurant chain needed to investigate employee engagement across 200+ restaurant operating units and link them to employee experience factors including work stress, supervisor relationships, growth opportunities, and guest focus. Further, leaders wanted to understand engagement's impact on financial outcomes.

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Solution:

Implemented a company-wide employee engagement survey aligned with company’s mission, vision, and values, linking results to key business metrics including customer satisfaction, revenue, and year-over-year sales growth.

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Outcome:

Results showed clear ROI - a 4% increase in engagement scores for the 25% of stores (bottom 50 stores) scoring lowest in engagement equated to $14,000 in additional store-level profits annually. Across the bottom 50 engaged stores, this represented a total of $700,000 profit annually. Key improvements were made in management support, work stress reduction, and employee recognition programs that drove these employee engagement improvements.

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• $700,000 annual profit across the least engaged (bottom 50) stores

• $14,000 in additional annual profits per store  

• Key improvements in management support, work stress reduction, and employee recognition programs