1 of 2 Copyright © 2021 Taplytics, Inc. • +1 866 230 0090 • taplytics.com • contact@taplytics.com Their Goal: Use Mobile Orders to Improve the Customer Experience Chick-fil-A’s mobile app was created as a solution to the long wait time their customers were experiencing. Chick-fil-A’s in-app payment system allowed customers to pay directly with their credit card without loading money onto a gift card. However, the payment option layout was confusing, and customers were unaware that they could pay using their credit cards. As a result, Chick-fil-A received countless customer complaints about this misconception. When the app first rolled out, Chick-fil-A relied on customer reviews and support calls to measure success. They were unable to monitor the impact changes made in-app had

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