Russian Subway has introduced video analytics in restaurants to improve the quality of service

2024: Introduction of video analytics in restaurants

Subway Russia summed up the introduction of video analytics to improve the quality of service in restaurants. SteadyControl announced this on February 21, 2024.

Russian development allows the management company daily study compliance with brand standards by employees across the country.

Technology has solved the problem of bias of secret buyers and manual inspections of managers. To motivate franchisees invest in technology, UK Subway launched a subsidy program for restaurants with the best performance. Every month, AI examines the work more than 500 employees and the customer experience of more than 10,000 Subway guests.

SteadyControl

For operational personnel management in Subway Russia there is a built a system of secret buyers, a staff of regional managers and checklists for which the restaurant is checked once a month. According to Karina Mikhailova, head of IT areas, Subway always understood that about the real effectiveness of personnel one can only guess. Neither the secret buyer nor the auditor gives an objective data samples, cannot verify financial discipline and guarantee daily compliance with service or food safety standards.

Technology helped solve the general problem of the industry - back in 2019, separate Subway franchisees tested Russian development from SteadyControl.

It is an AI, audio and video analytics. The SteadyControl development collects data from daily cameras and microphones (or audio tabs), and integrates with cash register software.

The data analyzes the SteadyControl algorithm, which detects a violation of standards - or records their compliance. It involves different developments in process dependencies: AI, native and public neural networks for the video stream, speech recognition for dialogues. In case of a non-standard situation, it is connected an expert center that is trained in customer company standards (according to SteadyControl, the total share of a person's work in the system does not exceed 5%).

In Subway, the system analyzes more than 70 processes: from the operation mode of the point and presence of the employee on site up to detailed service standards and compliance sandwich preparation process. As of February 2024, the system has been implemented in more than 50 Subway restaurants all over. to the country More than 500 work is analyzed daily employees. Every month, SteadyControl learns more than 10 customer experiences thousands of Subway guests and conducts about 100,000 inspections.

Technology has led to previously inaccessible transparency in employer relationships and employee - when the employee does not agree with the assessment, in his personal account he submits appeal and restore justice, as well as check with the regulations and rules. The amount of data allowed Subway restaurant executives to build a fair system of motivation for each employee by tying bonuses to personal indicators.

With the rise in service standards, it was revealed that guests wanted to spend more - the introduction of Russian development directly affected profitability of restaurants. Processes for offering additional fillings, drinks, desserts and guests' orientation towards a larger sandwich size are observed on level 85-95%. Due to this, one point earns on average from 130,000 rubles more monthly with no additional investment in marketing or price increases. The ROI of technology investments at different restaurants ranges from 170% to 210%.

At Subway restaurants, the cashier's quality of work directly affects returns. If the guest came for a sandwich for the first time, he may be confused when he sees dozens of different fillings. Helping with selection is the employee's most important task. But, even knowing the scripts and standards of the service, cashiers did not always execute them. Currently, at all points where technology is used, the average compliance with company standards is at the level of 93%. As a management company, we are glad that each partner has one of the most progressive tools with proven effectiveness, "said Karina Mikhailova, head of the IT department at Subway Russia.

To motivate franchisees to invest in staff and technology, UK Subway launched a motivational program. Within its framework, partners could receive a subsidy in the form of a reduction in the contribution to the marketing budget. For this, the restaurant it was required to achieve 85% of compliance with 15 key Subway standards, which includes service standards, cash and CRM disciplines, as well as preparations sandwich. As of February 2024, 99% of restaurants in the project meet the standards of employees at the target level.