D ATA T R A N S F O R M E Dwhat we receive

Verifying orders happens about 80% of the time across the chain.

At the Drive-thru

ORDER VERIFICATION.. .. . .

WHEN WHERE

At time of order placement

At the front counter

PURPOSE

Our Strategy • Enthusiastically fulfill our requirements

Text Analytics show that scores for patronsmentioning that an employee smiled are significantly higher – 82% Highly Likely to Recommend vs. 68% for those who did not mention smiling.

• Be RespectfulWhen Customers mention Respect in comments, they are more likely to recommend our company – 76% Highly Likely to Recommend vs. 69% Average for Customers leaving comments.

OTHER REQUIREMENTS

Table Approaches

• Restaurants performing: 86% • If conducted, within range: 80%

Guests • Delivered meals: 95%

Carry Large Orders • Carried large orders: 98%

(63 of 64 Stores) Order Verification

• Outside order confirmation: 62% • Inside order confirmation: 45%

87% of restaurants assessed performed all 3required service behaviors

CHAIN.. .

8 8 8Approached Table Approached Table

within 10-15 minute Spoke enthusiastically

Spoke to customer

Ensured customer has everything before

departing the table

Carried large orders

OPERATIONAL EXCELLENCE.. .

Why is OE important for business?

of customers that reported smiling from an employeewere highly likely to recommend the restaurant

Operational Excellence

Offer Suggestions

Look at customer

Engage

Be Helpful

SERVICE.. .

Why is service important?

of customers that reported sincerity from an employeewere highly likely to recommend the restaurant

Service

Check in

Refills

Offer to help

!"#

!!#

!$#

!$#

%&#

%$#

%'#

%&#

%(#

%$#

$)#

*+#

*'#

*+#

*'#

'# +'# &'# ('# !'# %'# $'# *'# "'#

EMERGING AND PROSPECTIVE CUSTOMERS VIEW US DIFFERENTLY THAN EXISTING CUSTOMERS

Using the drive-thru is very easy

The stores are comfortable places to visit

They value me as a customer

They offer a level of service that other chains do not

They are a company that welcomes everyone

(n=129)

(n=1,225)

(n=208) 18% pts

25% pts

24% pts

27% pts

21% pts

4

70%

15%

9%

3% 3%

KID’S MEALS

How often in past month have you purchased a Kid’s Meal?

N=2,873

Adult Only

6

5HighlyLikely

Raving Fans

4Likely

3Somewhat

Likely

2Not Very

Likely

1Not At All

Likely

0 times 1 time 2 times 3 times 4+ times

LIK

ELIH

OO

D O

F R

ECO

MM

END

ING

TO O

THER

S IN

TH

E N

EXT

30 D

AYS

VISITATION IN PAST 30 DAYS

EmergingCustomers

Indifferents

Infre-quents

ProspectiveCustomers

4% Favorite: 74%

Monthly Visits: 6.3

7% Favorite: 44%

Monthly Visits: 3.4

22% Favorite: 10%

Monthly Visits: .7

40 % Favorite: 35%

Monthly Visits: 1.3

27% Favorite: 20%

Monthly Visits: 0.0

FRAMEWORK BASED ON ANSWERS TO TWO QUESTIONS

9

25

l e a r n

“

“

“

““

They are acompany that welcomes everyone

18% gap%

50% gap%

50% gap57% gap

27% gap

25% gap

57% gap

52% gap

21% gap24% gap

Using the drive-thru is

They offer a level ofservice that other chains

do not

The restaurants arecomfortable places to visit

They value me asa customer

C U S T O M E R S

P R O S P E C T I V EC U S T O M E R S

70%

71% 69%

71%

70%

I N F R E Q U E N T S

gap between currentand emerging

gap between currentand emerging

49%

37%38%

36%

40%

I N D I F F E R E N T S 20%

21%13%

14%

17%

56%

50% 56%

53%

52%

E M E R G I N GC U S T O M E R S 52%

44% 48%

46%

46%

BUDGET STORY

Brian Grady | KSD | 3.25.14

GENERAL CONTRACTOR COST

BRAND IMAGE COST

PROFESSIONAL FEES

MISCELLANEOUS

LAND

REAL ESTATE

. . .categories

breakdown

7

G E N E R A L C O N T R A C T O R C O S T

M I S C E L L A N E O U S

P R O F E S S I O N A LF E E S

B R A N D I M A G EC O S T

SITE

BUILDING

MISCELLANEOUS

SITE ORDER CHANGE

BUILDING ORDER CHANGE

MISC CHANGE ORDERS

EQUIPMENT

PERMITS

LIQUID BOOT/VAPOR BARRIER

REIMBURSEMENTS

CIVIL ENGINEER

GEOTECH

ARCHITECTURE ENGINEER

CONSTRUCTION

FLAGPOLE

MILLWORK

PLAYGROUND

SIGNAGE

LANDSCAPE

BUDGET STORY.. .

56%

24%

12%

7%

PROFESSIONAL FEES

overview

10% 12%

2008 2013 2014

$67,234 $87,268 $92,478

cost percentage

ARCHITECTURE + ENGINEERING 27.1%

STAFF TRAVEL FEES 1.1%

GEOTECHNICAL

PREFERRED SERVICE PROVIDER 6.6%

CONSTRUCTION MANAGEMENT 12.5%

CIVIL ENGINEERING FEES 33.5%

KITCHEN DESIGN 0.6%

7%

Brian Grady | KSD | 3.25.14

professional fees + soft costs

9

Architectural + Engineering

a. Master Design Partner Fees

b. Site Adapt Architects 40%

c. Mechanical Engineers 20%

d. Electrical Engineers 15%

e. Plumbing Engineers 15%

f. Structural Engineers 10%

Kitchen Design Fees

Civil Engineering Fees

Geotechnical + Soils Consulting

Construction Management Consulting

Preferred Service Provider Fees

Additional Fees, Costs, and Overhead

$53,866

$4,500

$14,546

$8,773

$6,080

$5,080

$4,387

$1,200

$31,707

$13,387

$1,591

NA

$1,126

$27,013

NA

$10,805

$5,403

$3,052

$2,052

$2,701

$850

$25,556

$9,226

$9,673

NA

$1,650

2008

$25,823

$1,500

$12,329

$5,165

$5,723

$6,623

$1,082

$3,100

$30,804

$14,827

$13,344

$9,500

$4,100

2013 2014

general contractor costs

2008 2013 2014

11

Site

a. Meter + Tap Fees

b. Demolition + Site Preparation

c. Clearing, Excavation, + Grading

d. Site Utilities

e. Parking Lot Lighting

f. Pavement Surfaces

g. Outdoor Dining Environment

h. Landscaping

Building

a. Building Structure

b. Interior Construction

c. Mechanical + Electrical Systems

Miscellaneous

Site Order Change

Building Order Change

Misc. Change Orders

$200,552

$456,771

$132,452

$40,676

$11,534

$10,336

$ - - - - - -

$ - - - - - -

$ - - - - - -

$ - - - - - -

$ - - - - - -

$ - - - - - -

$ - - - -

$ - - - - -

$ - - - - -

$ - - - - -

$ - - - - - -

$ - - - - - -

GENERAL CONTRACTOR FEESoverview

10% 13 %

2008 2013 2014

- - - - - $1,425,321 - - - - -

cost percentage

BUILDING 52.6%

SITE 28.3%

SITE ORDER CHANGE 5.2%

MISCELLANEOUS10.9%

MISC. ORDER CHANGE 1.2%

BUILDING ORDER CHANGE 1.7%

56%

Brian Grady | KSD | 3.25.14

what we create

transformation by