Diva’s Restaurant

case studies

Brief

CrepAway Restaurant franchisee in Kuwait asked for solutions to 3 problems:

  1. Declining traffic & sales
  2. Increasing customers’ dissatisfaction with food and service
  3. Strained and non-productive relationship between the franchisee and the franchisor

Solution

  • New name, Diva’s Restaurant Café was proposed and chosen
  • New, American Casual Dining, menu theme and contents were adopted
  • Staff was re-trained
  • The new concept was successfully launched

Presentation

Research was conducted and the findings were:

  • Menu and service received negative perceptions
  • The store lacked identity and did not appeal satisfactory to any market segment
  • The name created confusion

Results

  • 60% increase in business was achieved and maintained vs. 25% desired target increase
  • Traffic was much improved to the full status during weekend days
  • The medium and long term business leveled at 40% above pre-launch