Case Studies

Engaged Employees Drive Business Results

El Pollo Loco Engages Restaurant Employees to Deliver Superior Results

El Pollo Loco Case Study

Background

El Pollo Loco is the nation's leading quick-service restaurant chain specializing in flame-grilled chicken. In addition to its signature citrus-marinated, flame-grilled chicken, El Pollo Loco serves a wide variety of fresh Mexican-inspired entrees. The chain is expanding nationwide and currently operates more than 400 restaurants (a combination of company-owned and franchise locations) in California, Arizona, Nevada, Texas, Oregon, Washington, Colorado, Utah, Illinois, Georgia, Connecticut, and Massachusetts.

DecisionWise provided an employee engagement survey and action planning process tailored to the unique needs of El Pollo Loco's diverse workforce. We met with groups of employees to define engagement. Based on their feedback we developed and administered two surveys that addressed both restaurant crews and corporate staff.

We trained Area leaders on a simple and practical action planning process to successfully facilitate the engagement process even with hourly, high turnover restaurant employees.

The results indicated that restaurants with higher engagement also report lower turnover, better customer satisfaction, and higher scorecard metrics. Engagement was linked to business metrics at all level of the company.

Accomplishments

  • Identified the drivers of engagement for restaurant crews and corporate staff.
  • Develop an engagement survey process tailored to the unique needs of El Pollo Loco.
  • Presented survey results to senior leaders and all company employees.
  • Trained Area leaders on a practical action planning process involving employees at all levels.
  • Found correlations between engagement and the bottom line.
  • Tied engagement scores to other relevant business measures.
DecisionWise provided concrete evidence, tools and training on how restaurant leaders can engage their employees to improve business results. In summary, we successfully implemented an engagement process that impacts the bottom line.