From innovation kitchens that collect consumer feedback in real time to giving guests control over their data sharing, food industry innovators are enhancing their service through new types of data collection and analytics

Brands today need to capture consumer's attention in order to secure their loyalty. With social media dominating people's everyday lives, if a customer is unhappy, they are quick to social media to address their issues. With that in mind, modernizing brands, like Shake Shack, Cava, and ChowNow are taking initiative and employing analytics to ensure that the customer's voice is heard.

PSFK researchers collected some of the most influential retailers and how each one is reshaping the food industry. Take a look below to see how customer feedback is changing the way restaurants do business:

Shake Shack Innovation Kitchen
The location of fast casual burger chain Shake Shack in New York City’s West Village houses an on-site test kitchen, giving diners the opportunity to try new recipes and offer their feedback. When ordering on the in-store tablets, customers can select items from the ‘Innovation’ tab to try items that are being developed in the restaurant’s test kitchen downstairs, such as a beef hot dog with pumpkin mustard or bacon-flavored frozen custard. Before implementing this test kitchen, Shake Shack only introduced new items after extensive in-company testing at quarterly tastings, so they are now able to introduce new items to customers on a weekly basis and get real-time feedback.

CAVA
Mediterranean fast casual chain CAVA added a team of data scientists in order to help  improve its customer experience. As a result of their analysis, CAVA was able to reduce waste by tracking food ordering and production models, monitor the supply chain to ensure safety and create an ordering app to ensure order accuracy and provide estimated pick-up times based on in-store activity. The ultimate goal from this data-driven research is to personalize the CAVA experience, effectively differentiating the brand from competitors.

ChowNow
ChowNow, an online ordering platform for local restaurants, provides a dashboard that allows restaurants to easily collect and analyze the data generated from their online orders. Through the ChowNow management portal, restaurants can collect data about their customer’s ordering habits and generate reports with recommendations for increasing repeat orders and boosting order value. Unlike other third-party delivery apps, ChowNow charges a flat monthly fee for its services instead of a commission on orders and allows restaurants to retain control and ownership of their customer data.


Lead image: stock photos from Syda Productions/Shutterstock

Brands today need to capture consumer's attention in order to secure their loyalty. With social media dominating people's everyday lives, if a customer is unhappy, they are quick to social media to address their issues. With that in mind, modernizing brands, like Shake Shack, Cava, and ChowNow are taking initiative and employing analytics to ensure that the customer's voice is heard.

PSFK researchers collected some of the most influential retailers and how each one is reshaping the food industry. Take a look below to see how customer feedback is changing the way restaurants do business: