Church's Chicken: Catching Staff Doing Something Right

Church's Chicken's beverage incidence (the number of meals purchased that include a drink) had declined and was in need of a boost. To address the issue, Market Force proposed a program to change the behavior of the crew by catching them doing something right. Dubbed “Cups of Cash,” a targeted crew incentive mystery shop assesses a  variety of operational attributes such as customer service, speed of service, cleanliness, food quality, order accuracy and, most importantly, upselling a combo meal and/or a beverage. 

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