Case study · Zippy's Restaurants · Customer insight

Our biggest fans had kids. So we built for families.

Zippy's first brand tracker showed who our Promoters really were. Loyalty data showed what they were worth. Together they led to a keiki program.

Director, Loyalty & Customer Insight2021–2024Hawaiʻi & Las Vegas
Zippy's keiki menu
45%more likely to have childrenPromoters in Hawaiʻi
157%more likely to have childrenPromoters in Las Vegas, our new market
Familiesunder-represented, with above-average order valueFrom Zipster Rewards data

The question

Where should Zippy's look for growth, at home and in a new market? We implemented Zippy's first brand tracker to measure Net Promoter Score, and to see which segments were our biggest Detractors and Promoters.

The insight

Promoters in Hawaiʻi were 45% more likely to have children in the household, and in Las Vegas 157% more likely. Loyalty data added the business case: families were under-represented, with an average order value well above the norm. If we could grow the segment and get families in more often, there was a clear opportunity.

Keiki Arcade: Zippy's-branded mobile games
Keiki Arcade, Zippy's-branded mobile games reached from the keiki menu.

What we launched

  1. Keiki MenuWe brought back the keiki menu, which had been pulled during the pandemic.
  2. Keiki Eat FreeTargeted offers for families, delivered through the Zipster Rewards program.
  3. Keiki ArcadeAn arcade of Zippy's-branded mobile games, reached from a QR code on the keiki menu, to make visits more fun for kids and parents.

Skills used