Andretti created a real-time recovery channel across high-touch entertainment operations.
Andretti Indoor Karting & Games operates large, multi-attraction venues where guest experience spans games, rides, food and beverage, parties, facilities and service teams. Real-time feedback gave managers a faster way to see and resolve problems while guests were still on site.
The challenge
Thousands of visitors and multiple experience zones make it difficult for managers to see every service or facility problem as it happens. Without an in-the-moment channel, issues could go unresolved until after the visit.
The operating response
The platform was tested in two locations with QR codes placed in common areas, restrooms, arcade areas and near karting touchpoints, while managers used the app to receive and respond to incoming feedback.
“This is really the first platform that I’ve seen where we give our guests the ability to tell us what’s wrong, and gives us the opportunity to fix it right on the spot.”Maria Agresti, General Manager, Andretti Orlando
Apply the operating model to your environment.
Use the same capture, ownership, recovery, reputation and measurement disciplines around the service moments that matter in your operation.