Dive Brief:
- Restaurant Brands International, parent company to Burger King and Popeyes, is putting customer experience at the forefront of updates to both brands, according to executives on a Q4 2023 earnings call Tuesday. Both restaurants are focusing on convenience as a CX driver.
- Burger King is expanding its pilot of kiosks for easier ordering to more than 100 franchised stores following the success of its initial rollout, according to Restaurant Brands International CEO Joshua Kobza.
- Popeyes is adding technology and improving the layout of its kitchens to help get food out to customers faster, according to Kobza. The changes are expected to improve eat-in and drive-thru experiences alike.
Dive Insight:
Burger King and Popeyes are among the major quick-service restaurant chains investing more in speedy, accurate service to help them stand out from the competition.
“Guest satisfaction will always be a top priority for the system,” Kobza said during the call.
Burger King’s new Sizzle format “puts both the team member and guest experiences at the heart of the restaurant's design,” according to Kobza. This format features a new look and options for in-store mobile ordering.
He said that the fast-food chain expects to undertake 400 remodels this year, though he didn’t specify how many would be converted to the Sizzle format.
The plan for Popeyes envisions smaller improvements. Restaurant Brands International will focus on retrofitting franchises with new equipment and other upgrades aimed at solving common problems that impede workers’ abilities to fulfill orders — and by extension customers’ experience.
By making restaurants easier to run, the company hopes to improve the guest experience through more accurate orders, faster service and better drive-thru experiences, Kobza said.
The new kitchens are expected to make the Popeyes experience more consistent and convenient, according to Kobza. It will also cut down on drive-thru wait times, which is expected to boost sales while pleasing customers.
Restaurant Brands International isn’t the only food-service operator leaning into speed as the key to better experiences. Chipotle is exploring automation and revamping store management to fulfill orders faster and ultimately increase customer loyalty.
