Subway
A continuous customer listening and digital roadmap system
Global Voice of Customer + Digital Restaurant Strategy
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Reduction in bugs and errors
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Increase in MVP satisfaction post-launch
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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.
“The insights Part and Sum share are succinct and actionable. We’re grateful we’ve been able to augment our team with Part and Sum’s analysis to include feedback from our guests that drives improvements for our digital experiences.”
Krysti Rede
Director Global Digital Strategy & Product Management
Methods
Real-Time VOC Program
Managed always-on survey systems capturing custer responses across NA and EMEA.
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Real-time feedback responses captured monthly
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User tests conducted
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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.
“Your insights and ways of interpreting guest feedback have been invaluable. Thank you for the partnership!”
Jeffrey Byron
Digital Product Manager
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