Friska

Our bespoke mystery dining programme has enabled Friska to easily quantify areas of their business that were otherwise virtually impossible to assess.

Facts:

Fast, casual food venues offering something a little different. Growing in Bristol since 2009, Friska now have 4 outlets, but have plans to expand their operations over the next few years.

Challenge

Friska are up against some stiff competition in Bristol, but their unique style and a passionate approach to serving their customers something a little different has set them apart from their competitors. It has always been important to business owners Ed and Griff that this passion and their  point of difference is highlighted by their staff and conveyed towards every customer, to ensure that their customer base  stay loyal and  remain connected to the brand.

Insight

Having started the business from the ground up Ed and Griff wanted some way of assessing and ensuring that the best practices they adopted in their first site are maintained consistently across all sites, with the vision of giving each customer, in each outlet the best experience possible.

Outcome

The Insight Consumer team have worked with Friska to develop a bespoke mystery dining solution that has been tailored with the roots of the Friska philosophy in mind. By understanding of the core of the business and by focusing on the fundamentals of the café’s success, we have managed to provide a quantifiable, useful and informative mystery dining programme that also forms the backbone of the front of house training practices at Friska.
Assessing the levels of service, quality, food and facilities is something that before now has been difficult for Friska to achieve, but the solution we have now put in place allows them to congratulate, motivate, engage and encourage their staff, whilst highlighting areas of their operations that could be improved upon.

The mystery dining programme has been put in place to ensure that consistency, level of service, efficiency and customer expectation are maintained throughout each store so that customers remain connected, recommend and stay loyal to the Friska brand.

“The mystery dining programme has been really insightful. It has brought together all of the areas that our teams need to focus on, on a daily basis and allows us to assess the levels of performance in line with how we want the business to run. We have built a great relationship with Insight and look forward to working together as we grow.” - Ed Brown, Owner

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