Chick-fil-A

Micro surveys

Chick-fil-A wanted to gather real time customer feedback and data about select features and experiences to determine changes or validation of an experience. To pilot the micro survey work we created a 5 star rating survey that would target users who submitted an order recovery. The results will be used to understand their experience and any changes we might need to make on that select feature. I worked as the Design Lead on the project along with a Project Manager, Sr UX Director, And Product Manager.

Designs

We started the design process very focused on utilizing existing modals in our design system to seamlessly pull in any new components created for micro surveys, knowing that in the future Chick-fil-A would want to expand this feature to included additional types of surveys.

Results

The pilot test was a huge success. Over 7,000 users were targeted in the two week pilot and 55% of the users completed the survey with a majority of users giving 4 or 5 stars for the recovery flows.