Case Study

p. f. changs

intro

HOW PF CHANGS USED THE SOLVIS SURVEY SOLUTION TO IMPLEMENT ITS GLOBAL MENU IN BRAZIL

PF Chang’s is one of the largest Asian cuisine chain resturants in the world with more than 280 locations in 20 countries.In Brazil since 2014 in São Paulo and Rio de Janeiro, the restaurant offers Asian-inspired cuisine, hospitality and a distinctive atmosphere.

Details

LAUNCHING A NEW PRODUCT ON THE MENU

1. CHALLENGE

Introducing a global menu in Brazil is always a complex task, even for a well-structured company like PF Chang’s .In addition to having to adapt to the particularities of local public taste, there are many variables involved as to how a new product is presented.


These variables can be very difficult to evaluate in the short term, especially without the right tools. Seeking to ensure greater assertiveness in the soft launch, PF Chang’s has hired Solvis to help understand customers’ perceptions of their new products.

2. SOLUtion

To evaluate the launch of the new products, PF Chang’s employees were trained to collect data from customers using the Solvis survey devices over a period of 30 days.
The data collection was instrumental to the launching of the productsince written reports and comments were available to those responsible every day via e-mail, some adjustments could be made and tested very quickly.


The information received helped PF Chang’s spot deviations from the consumer’s understanding of the menu.With this, the company was able to make adjustments in communication and redirection at the launch of the campaign.

3. RESULTs:

– With the actions taken, the participation of the new product in the local consumption is already similar to the global numbers only 2 months after the launch.

– Information obtained from Solvis’s survey about product quality and presentation supported changes in processes and communication materials, enhancing the consumer experience at PF Chang’s.

CUSTOMER’S TESTIMONIAL

“Data becomes information in a second! We’d already used the Solvis solution on other occasions and we will comment a little about the application at the launch of Sushi à la PF Chang’s.We did a soft launch in two units to evaluate both the operational performance and the acceptance of the new products.In the early days, based on the answers, we crossed the information in the system and verified that the way our attendants were presenting the product was generating a wrong perception. We quickly aligned the speech with the information collected together with the communication for the launch of the campaign and it’s been a success!It would be impossible to tabulate and cross-reference information in a conventional model with such speed and efficiency. Congratulations to Solvis on the platform!”

Hilton KawaguchiManaging Partner, Zak Business Development

THE SOLVIS SOLUTIONS USED IN THIS CASE STUDY WERE:  

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