An industry leading chain of more than 2,200 quick-serve resturants had the need to gain immediate visability and a thorough understanding of their customer experience.


A custom, comprehensive evaluation was developed by IntelliShop to evaluate all franchises to gather information on brand standard compliance of drive-thru operations, including speed of service, order accuracy, food quality, guest interaction, and condition of facilities.

Mystery shopping data was gathered year-over-year during onsite visits to each location, four times a month. Evaluators made observations about their customer experience, paying specific attention to order accuracy, friendly service, taste of food, and cleanliness. Evaluators made a product purchase to complete a transaction, while also interacting with associates at the drive-thru and at registers. Shoppers’ evaluations were sent to the client in real-time, immediately following the completion of each mystery shop.


The client sought to:

  • Measure success in providing timely, efficient, and friendly service to customers in drive-thru operations.
  • Evaluate compliance including associate adherence to strict safety, cleanliness, and food preparation guidelines.
  • Quickly digest operational assessments across franchises in real-time.


IntelliShop recommended:

  • Customer Experience Evaluations – Measure the overall customer experience with mystery shopping in restaurant locations by evaluating brand standard compliance of drive-thru operation.
  • Real Time Reporting – Jack in the Box used IntelliShop’s Direct Delivery mystery shopping program to receive real-time, image-rich snap shots focused on operational assessments via email and phone, as well as aggregate data through a mobile app.


The client gained immediate visibility to the customer experience in each franchise location, as well as during every day part, through IntelliShop’s Direct Delivery mystery shopping program. As information was received, improvements were made to the customer experience, such as customer service and delivery times.

As a result of IntelliShop’s Direct Delivery mystery shopping program, locations improved their Mystery Shopping scores experienced a significant sales increase. Average store sales increased nearly 2% year over year resulting in $13 million of additional sales, all through CX evaluations and real-time reporting.

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