The Challenge
Burger Burger, a New Zealand-based restaurant chain known for its high-quality ingredients and welcoming establishments, was expanding rapidly. With nine locations across four cities and a staff of 156, they were serving approximately 312,000 customers annually. However, as the business grew, maintaining a consistent customer experience became increasingly challenging. "One of our biggest problems at Burger Burger is knowing exactly what’s going on at the frontline. It’s easy to do when you’ve only got one location, it’s virtually impossible to do when you’ve got multiple", says Stephen Buckley CEO of Burger Burger. The need for real-time, actionable feedback to ensure operational consistency and customer satisfaction was more critical than ever.
The Solution
To address this challenge, Burger Burger turned to Eftpos New Zealand's advanced payment solutions, specifically their Verifone Android models. These devices with their sleek design and PIN on glass technology, offered the perfect platform for a custom feedback app. Burger Burger developed an innovative app called Authi, designed to collect real-time feedback at the point of payment. 'Authi is what happens when beautiful Verifone hardware meets a great idea,' said Stephen from Burger Burger. The decision to go with Eftpos New Zealand's Android EFTPOS devices was driven by their robust capabilities and the potential for custom branding, which aligned perfectly with Burger Burger's needs.
The Results
The implementation of Authi on Eftpos New Zealand's Android EFTPOS devices has been a game-changer for Burger Burger. The app's ability to gather real-time feedback at the point of payment has provided invaluable insights into customer experience and operational consistency. 'The best questions to ask somebody is one that they understand really really quickly, at a glance,' noted Stephen from Burger Burger. This approach has fostered a culture of continuous improvement within the organisation. 'You get that three seconds of authentic attention for them to give you some meaningful feedback and that is invaluable,' added Stephen. As a result, Burger Burger has seen enhanced customer satisfaction and operational efficiency, solidifying its reputation as a leading restaurant chain in New Zealand.
