QSR Restaurants Thrived During COVID-19 By Adapting to the Market
Many would consider it impressive enough for a quick-service restaurant (QSR) operator to survive the COVID-19 pandemic in 2020. But according to Delaget’s 2020 QSR Operational Index, some also managed to thrive. Those that did, Delaget explains, accomplished this task by leveraging data to adjust to changing customer dynamics last year.
Delaget’s Index — which is based on data collected from 6,000 fast-food restaurants in the United States — acts as a scorecard for operational health and focuses on key performance metrics for sales, costs, customer experiences, losses and employee trends. Its analysis shows that the most successful QSR restaurants efficiently and effectively changed their employee schedules, integrated new delivery channels, and centered their energy and attention on keeping customer satisfaction high.
But restauranteurs also enjoyed surprises along the way, including lowered food and labor costs. Since they had less employees to manage, simplified menus, and a focus on takeout and delivery, these operators had more control over their businesses.
“QSR operators were forced to transform quickly, and the Index reflects some major shifts,” Delaget CEO Jason Tober said. “They’re using data to make more informed decisions and maximize operational efficiency.”
According to Delaget, it expanded its Index to include more than 25 operational metrics this year with three-year trend information and averages for top- and bottom-performers. The new metrics also allowed the report to provide a better picture of loss, inlcuding data on cash shortages, refunds, cancels, discounts, employee meals and beverages.
Click here to download the index.