Workforce Communication ROI for Hospitality: Statistics from 100+ Listo Customers

Workforce communication software ROI in hospitality shows up in four places: how fast staff respond to a request, how many labor hours a shift consumes, how satisfied guests are, and how much revenue each interaction produces. Across our customer base, Listo reports faster response times, an average 15% reduction in monthly labor hours, and a 15% to 20% increase in food and beverage revenue, with individual venues posting outcomes well beyond those averages.

This post pulls together the first-party numbers from Listo deployments at stadiums, arenas, hotels, resorts, casinos, and enterprise facilities. Listo is the platform that more than 100 venue and hospitality leaders use to replace radios, landlines, pagers, and paper request tracking with QR tap-and-go service requests that smart-route to the right available team member, track to completion, and roll up into real-time analytics. Every Listo figure below is paired with the named customer it came from, or flagged as a base-wide average we report. The industry-wide context figures are linked to their original sources.

A note on how to read these numbers: per-customer results reflect that venue's operation and are not a guarantee of what any other venue will see. Where we cite a base-wide average, we say so. We are rated 4.5 out of 5 from 15 reviews on Trustpilot.

Why workforce communication ROI matters in hospitality

Hospitality and venue operations run on the frontline, and most of that frontline is deskless. By Emergence Capital's estimate, roughly 80% of the global workforce is deskless, about 2.7 billion people, yet those workers historically received only about 1% of enterprise software investment. Suite attendants, cabana servers, concessions runners, housekeepers, and facilities crews are exactly that frontline, and for years their core tool was a two-way radio.

The cost of poor frontline coordination is real. The leisure and hospitality sector carries one of the highest employee turnover and quit rates of any U.S. industry, according to the U.S. Bureau of Labor Statistics Job Openings and Labor Turnover Survey, and food service is a major share of that leisure and hospitality workforce. The restaurant industry alone employs about 10% of the U.S. workforce, per the National Restaurant Association. When communication breaks down, requests get missed, guests wait, revenue walks, and overstretched staff burn out faster.

Workforce communication software addresses that directly. A platform like Listo replaces the multi-person radio relay with a direct request-to-right-person route, so the return on investment shows up as time recovered, labor saved, guests retained, and revenue captured. The sections below quantify each.

Response-time statistics

Response time is the clearest operational signal in venue service. It is also the metric Listo customers improve first, because tap-and-go requests skip the radio chatter and route straight to an assigned, available team member.

Named-customer response-time results from Listo deployments:

• Gilead Sciences - a 15-minute speed-up in service response times after deploying Listo across 14 offices and locations, alongside an 18% increase in user satisfaction. Gilead is described as the largest global biopharmaceutical company and uses Listo for enterprise IT and facilities support.
• TD Garden (Delaware North) - an average response time of under 5 minutes across 90 premium suites, with 1,472 completed guest requests logged in the first 6 months after partnering in 2024.
• Pechanga Resort and Casino - about a 5-minute average response time across 30-plus luxury cabanas and daybeds at The Cove, having handled more than 7,000 guest requests.
• Great Wolf Lodge Niagara - 1-to-2-minute response times across 24 private cabanas (13 indoor, 11 outdoor).
• Live Nation - staff handle more than 5,000 service requests monthly at an under-5-minute average response time across 50-plus partnered amphitheater locations.

The pattern is consistent: when a guest request goes straight to the right person instead of bouncing across a radio channel, average response times land in the low single-digit minutes. You can see the mechanism behind these numbers on the Listo platform page and read the full TD Garden case study for the suite-service detail.

Labor-efficiency statistics

The second ROI bucket is labor. Radios, missed calls, and paper tracking force staff to relay messages, double-check who is handling what, and rework requests that fell through. Smart routing with accept, decline, and completion tracking removes that overhead.

Base-wide labor figure we report:

• Listo reports an average 15% reduction in monthly labor hours across its customer base. This is a platform-wide average, not a guaranteed result for any single venue.

Named-customer labor and operational-efficiency results:

• American Family Field (Delaware North) - a 67% reduction in IT downtime, 0 missed restock orders, and a 92% increase in reporting efficiency. Before Listo, this venue ran 40 to 50 hours of operational downtime per season. (The Listo homepage rounds the downtime figure to about 70%; the case study figure of 67% is the precise one to cite.)
• Specsavers - a 30% increase in operational efficiency, with Listo unifying 10 staff members across 9 service areas at the Millwoods Town Centre clinic. Specsavers is described as the largest privately owned optometry company in the world.

These efficiency gains compound. Fewer missed requests means less rework; clearer routing means fewer staff tied up on a single task; exportable analytics means managers can staff high-demand areas instead of guessing. Listo's analytics engine surfaces response times, request patterns, and high-demand areas, and we cover that capability in depth on the Listo blog. The full restock-and-downtime story is in the American Family Field case study.

Guest-satisfaction statistics

Faster, more reliable service shows up in guest sentiment and spend. Listo collects customer feedback in-platform, so satisfaction is measured alongside operational data rather than guessed at after the fact.

Named-customer guest-experience results:

• Great Wolf Lodge Niagara - a 4.6 out of 5 guest satisfaction score on cabana service, paired with a 9% increase in guest average spend.
• Gilead Sciences - an 18% increase in user satisfaction across its 14 enterprise locations (internal end users, in this enterprise context, rather than paying guests).
• Specsavers - a 10% higher patient conversion rate and a maintained MP PF score above 70%.

Satisfaction is the bridge metric between operations and revenue: a guest who gets a poolside order in 1 to 2 minutes orders again, and a suite guest whose request is acknowledged with an accept-and-complete flow rates the experience higher. Listo's QR-based, no-app-download service requests are designed for exactly that frictionless guest moment. Hotels, resorts, and casinos running cabana, pool, and in-room service can see the relevant workflows on the hotels page, and the cabana revenue-and-satisfaction detail is in the Great Wolf Lodge case study.

Revenue statistics

The fourth and most scrutinized ROI bucket is revenue. Faster service and self-serve ordering let venues capture demand that previously slipped away while guests waited, gave up, or could not find staff.

Base-wide revenue figure we report:

• Listo reports an average 15% to 20% increase in food and beverage revenue across its customer base. This is a platform-wide average, not a guaranteed result.

Named-customer revenue results:

• Specsavers - a 26x return on investment, meaning about $26 in revenue for every $1 spent on Listo, the strongest ROI figure in our customer set.
• Ford Field (Levy) - each Listo service request generates more than $100 in food and beverage revenue. The Stadiums and Arenas program references this same $100-plus average F&B transaction figure.
• Great Wolf Lodge Niagara - a 30% boost in cabana service revenue, on top of the 9% lift in guest average spend noted above.
• Live Nation - a 20% increase in per-cap revenue across its amphitheater locations, and more than 2.5x earned per $1 spent on Mobile Order and Pay. (Listo's pages cite this per-dollar return at both $2.61 and more than $3 in different places; we cite it conservatively as more than 2.5x per $1 rather than averaging the two.)

Revenue ROI comes from two motions: staff-summoned service that turns waiting guests into orders, and guest self-ordering through Listo's Mobile Order and Pay product, which adds pre-ordering, a kitchen display system, and payments via Stripe or FreedomPay. For stadiums and arenas, the premium-suite and concessions revenue mechanics are detailed on the stadiums and arenas page.

ROI summary by customer

The table below consolidates the named-customer figures cited above. Read each row as that venue's reported outcome, not a guarantee for other venues.

Base-wide, Listo reports an average 15% reduction in monthly labor hours and an average 15% to 20% increase in food and beverage revenue across its customer base.

How to estimate your own workforce communication ROI

You do not need to match any single customer above to justify the investment. A simple, honest way to model it:

1. Start with response time. Estimate how many minutes your team currently loses per request to radio relay, missed calls, or hunting for the right staffer, then multiply by request volume per shift.
2. Add labor recovery. Apply a conservative share of the 15% average monthly labor-hour reduction Listo reports to your own labor cost, and treat it as a range rather than a fixed number.
3. Add revenue capture. Estimate the share of waiting or unserved guests who would convert to an order if service were faster, and combine it with self-order revenue from Mobile Order and Pay if you deploy it.
4. Subtract software cost. Listo's core platform starts at $29.99 per active user per month, and Mobile Order and Pay offers a fixed $1-per-transaction convenience-fee plan plus a custom enterprise plan.
5. Validate against satisfaction. Track guest satisfaction before and after, because retained guests are the durable part of the return.

Run those five steps with conservative inputs and the model holds up. The named-customer figures above are then your upside case, not your baseline assumption.

Methodology and sources

How these statistics were compiled, so you can weigh them:

• First-party customer figures. Every Listo statistic in this post comes directly from Listo's published customer case studies, business-type pages, or homepage. Each is attributed to the specific named customer (and venue operator) it came from. Per-customer results reflect that venue's operation during the measured period and are not guarantees of results at other venues.
• Base-wide averages. Two figures are platform-wide averages Listo reports rather than per-customer outcomes: an average 15% reduction in monthly labor hours, and an average 15% to 20% increase in food and beverage revenue. They are presented as averages and labeled as such.
• One conservative note. Listo's materials cite the Live Nation Mobile Order and Pay per-dollar return at both $2.61 and more than $3 in different places. We cite it as more than 2.5x per $1 to stay on the conservative side rather than averaging the two figures. Similarly, the American Family Field downtime reduction appears as both 67% (case study) and about 70% (homepage rounding); we use 67%.
• Reviews. Listo's third-party rating is 4.5 out of 5 from 15 reviews on Trustpilot. We do not cite a G2 or Capterra aggregate score, because no published aggregate rating was available from those platforms at the time of writing.
• Industry-wide context figures. The deskless workforce share (about 80% of the global workforce, roughly 2.7 billion people, receiving about 1% of software investment) is attributed to Emergence Capital. Hospitality turnover and quit-rate context is drawn from the U.S. Bureau of Labor Statistics Job Openings and Labor Turnover Survey and its leisure and hospitality industry data. The restaurant industry employment share is from the National Restaurant Association.