Love’s Travel Stops is integrating gamification technology in its restaurants across its locations to transform the way it serves customers and engages employees.
The company is investing more than $2 million in the next five years to install gamification technology across its locations. As Love's expands, every new store will be equipped with this technology.
- Love's Travel Stops & Country Stores is No. 16 on CSP’s 2024 Top 202 ranking of U.S. convenience-store chains by store count.
Love’s gamification system features three 27-inch monitors strategically placed for optimal impact.
One monitor is by the drive-thru window, while the other two are near the food prep lines, Love’s told CSP.
These monitors track employees’ key performance metrics in real-time, such as greet times, order processing times, the time it takes for food handoff and the number of cars that get through the drive-thru each hour. The monitors display the key times and metrics in large font for employees to watch as they go about their duties.
Early data shows that gamified restaurants with this comprehensive tracking are, on average, 11 seconds faster in service.
This approach creates a more interactive and rewarding environment for employees, according to Love’s, which directly affects the speed and quality of service customers receive.
"Our investment in gamification technology is transforming the way Love’s restaurants operate,” said Joe Cotton, vice president of food service for Love’s. “By incorporating cutting-edge technology, we can better engage our team members while optimizing the customer experience. Our customers have an appetite for convenience when they are on the go. This solution cuts down customer wait time and gets drivers back on the road quickly.”
The gamification system tracks performance while fostering a culture of continuous improvement and friendly competition. Each store's performance is compared across locations with real-time recognition for the top performers. Employees can earn badges for reaching milestones, achieving sales goals and promoting self-development.
This system also translates operational processes into an engaging and easy-to-understand format, driving motivation. The competitive element between stores enhances performance, ensuring that every visit to Love's restaurants is a consistently positive experience.
Love’s Travel Stops & Country Stores operates 642 locations in 42 states.
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