Quick Service Restaurant
 Case Study

How this quick service restaurant leveraged card-linked offers using Dosh to reach 90+ days lapsed customers and increased their transaction frequency.

25X
Gross ROAS
$1.6M
Transaction revenue
13.7%
Lift in transaction frequency during campaign
Retaining loyal customers is one of the biggest challenges facing most QSRs today. Multiple studies show that it’s harder (and more expensive) to acquire new customers than it is to keep the ones that you already have, and repeat visitors generate a disproportionately large portion of a restaurant’s revenue. This is why a card-linked offer program can enhance the connection brands have with consumers while giving them a reason to consider one QSR over many others. By connecting card-linked offers with a loyalty program, a QSR can re-engage with dormant or lapsed customers, attract new customers, and ultimately raise the bar for their in-store customer experience.
CHALLENGE
GOAL
Re-engage with lapsed customers, drive frequency, and achieve a lift in spend.
SOLUTION
Using Dosh’s online-to-offline engagement platform, the brand launched a nationwide 3% cash back campaign at the beginning of November. A subset of Dosh customers were not aware of the offer to measure performance against a hold-out group. The campaign was promoted through Dosh’s omnichannel platform throughout the duration of November.

Impact

Using Dosh, the brand generated over $1.6M in transaction revenue with a 25X return on ad spend. The QSR chain was looking to re-engage with lapsed or dormant customers, meaning customers who hadn’t transacted in over 90 days.

Within the first 10 days of kicking off their card-linked offer the results were staggering: 83.7% of customers who made a purchase were 90+ days lapsed. Although a smaller set of transactions came from customers who had transacted more recently, the brand was mostly interested in Dosh’s ability to drive customers in-store who were not already loyal (measured by the last time they transacted).

83.7% of customers who made a purchase were 90+ days lapsed

Of course, driving customers to transact a first time is only part of the equation. The next step is successfully getting those customers to transact again. Our partner was keen on measuring if there was any lift in transaction frequency with customers on Dosh by comparing their transaction count before the campaign and during the first 10 days the offer was live. The result was consistent with other findings from Dosh partners, which materialized a 13.7 lift in transaction frequency.

In addition to a lift in frequency, Dosh customers also spent 12.2% more when they transacted compared to pre-campaign spend levels

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