What evidence can you share that demonstrates the impact of the engagement?
About 15 months after the initial survey with operators, we ran a second round to gauge year-over-year progress, and the results showed movement in multiple areas. Analytics showed a 15% improvement in the viewership of our communications, with an even bigger jump in viewership of our IT website.
In October 2017, 41% of operators believed that IT was not providing the necessary technology to successfully run the business. By 2019, that number had dropped to 17%. The “get-rights”, the rally cry, and the general energy of this project impacted these results.
In the earlier survey, we also asked operators for the top four areas they’d like to see improvement. Matchstic uses these answers to guide some of our communications strategies, and we tracked progress quarterly. In the 2019 survey, we asked operators if they felt we’d made meaningful progress in each area, and 70–80% responses positively across the board. Matchstic effectively helped us address some of our biggest pain points in 2017.
How did Matchstic perform from a project management standpoint?
The team was aggressive, keeping the schedule in front of us so we knew if we were in danger of missing key milestones. From a project management standpoint, they were planful and professional.
What did you find most impressive about them?
Matchstic told us they were all about brand and department reputation, and our results are proof. They helped us improve our reputation and, beyond that, they leveraged their expertise to get us the results we were looking for.
Are there any areas they could improve?
Sometimes, when we asked them to write promotional material or articles for our operators, the voice didn’t feel like Chick-fil-A. We struggled with the output a bit, and we had to do some extensive editing. There just wasn’t alignment on that piece.
Do you have any advice for future clients of theirs?
Organizations should be as transparent as possible with Matchstic. Give the team access to all communication channels. We were a bit overwhelmed early on, but they wanted to understand our company and embed themselves. We could’ve probably moved a little faster if we’d been more comfortable with that approach at first. Anyone looking to hire them should know that Matchstic is a highly trustworthy company. Give them as much detail as possible, and, they will take it and run with it.