Nugu Burger eliminates refunds for missing items
A burger designed to travel better than any other, and an expansion that demanded every site work the same way. Photo verification was how they got there.
NUGU Burger was born with an unusual obsession: making a burger designed specifically for delivery, one that arrives home as good as it is served at the counter. Product quality and technology, in that order, have earned them a place of their own in a crowded market.
What results did Nugu Burger get with Bronze?
NUGU Burger reached 99.2% coverage of orders verified with computer vision, stepped in on more than 11% of them to correct mistakes before they went out for delivery and eliminated refunds for missing items, one of the most common costs in fast food. The result is a standardised operation across all of its sites.
The challenge: making a new site work like the first one
NUGU Burger's challenge was not a one-off problem, it was the one facing any brand that opens sites: standardisation. In delivery, where accuracy and speed are everything, guaranteeing that every order leaves complete from any kitchen gets hard the moment you are no longer standing there yourself.
They needed a tool that would ensure the quality of every order regardless of location, and head off the incidents that not only annoy the customer (missing items, wrong deliveries) but also eat up the team's time afterwards.
The solution: verifying 99.2% of orders
NUGU Burger integrated Bronze Tracker and changed its checking process completely. Every order is photographed on the pass and computer vision checks it against the order: if an item is missing or wrong, the alert appears on screen before the bag is sealed.
With 99.2% of orders verified, the operation was documented almost in full. And the most revealing figure is not the coverage but the intervention rate: more than 11% of orders had something to put right. One in nine orders would have gone out with a mistake had nobody checked.
The results
- Zero refunds for missing items: the mistake is fixed in the kitchen, so it never reaches the customer or the statement.
- A standardised operation: the same standard leaving every site, with figures that can be compared between them.
- Better perceived service: fewer incidents per order means fewer reasons to complain.
In Nugu Burger's words
Of course we want to install Bronze from day one in all of our new sites. We're really happy with the work Bronze is doing and with how useful you are to restaurants.
The decision to install it from opening day says more than any percentage: when verification is part of a site's initial set-up, the team does not have to change a habit, they learn it that way from the start.
How to replicate it
If you are opening sites, the right moment to set verification up is before opening, not when the first incidents appear. Installation needs no building work or wiring, and the team learns to use it in one short session.
That 11% of corrected orders is, in practice, money that is not lost. Exactly how much we work out in our analysis of the real cost of an order mistake.
Tell us about your opening plans and we will prepare a measurable pilot with your data.
