Subway
A continuous customer listening and digital roadmap system
Global Voice of Customer + Digital Restaurant Strategy
+0%
Reduction in bugs and errors
+0%
Increase in MVP satisfaction post-launch
-0%
Reduction in global app complaints
Developed a unified global digital restaurant vision to steer the customer experience across all digital channels.
The Brief
Subway partnered with Part & Sum to deeply understand customer behaviors, pain points, and motivations across digital channels. With increasing investment in web, app, kiosks, and in-store digital systems, Subway needed a unified strategy grounded in continuous customer insight.
Intel Gathered
Real-Time In-App VOC Surveys
User Testing + Moderated Sessions
Global Competitive Field Audits
What Part and Sum Unlocked
🔓 Digital transformation requires a live feedback loop. By operationalizing real-time customer listening and pairing it with structured UX testing, Subway could prioritize roadmap decisions and reduce friction across global markets.
Methods
Real-Time VOC Program
Managed always-on survey systems capturing custer responses across NA and EMEA.
0+
Real-time feedback responses captured monthly
0+
User tests conducted
+0
Moderated user sessions conducted
UX Strategy + Global Roadmap
Led workshops and field research to define a unified global digital restaurant framework guiding kiosk rollout and in-store experience.
Performance Benchmarking
Benchmarked app and kiosk speed against six QSR competitors to reduce complaints and improve satisfaction.
Learning + Tuning
Continuous data feedback loops helped Subway shift from reactive fixes to proactive product optimization.
Real-time VOC signals and usability testing revealed recurring friction in digital ordering flows, guiding prioritization of the highest-impact bug fixes and UX improvements.
A/B testing of navigation and item placement informed refinements to digital merchandising and menu structure.
If you liked thisyou'll love 😍 these too
