Martech Outlook | Friday, May 14, 2021
SMG collaborates with the Mexican quick-casual chain to increase program acceptance, improve guest loyalty, and advance its customer engagement plan.
FREMONT, CA: Service Management Group (SMG), an international customer, patient, and employee experience management partner to over 500 brands, has unveiled a new customer experience management program with QDOBA Mexican Eats. SMG collaborates with the Mexican quick-casual chain to increase program acceptance, improve guest loyalty, and advance its customer engagement plan.
“From the robust technology platform to the hands-on service model, SMG’s value proposition really resonated with our team,” said Karin Silk, Vice President of Off-Premises & Menu, QDOBA. “In addition, SMG brings a great deal of restaurant industry experience to the table, and the industry benchmarks and research insights they provide are added value that will help us continually advance our program.”
QDOBA has unveiled the SMG customer experience management program to gather guest feedback and discover customer insights through its nearly 750 outlets. QDOBA leaders have a holistic view of the customer experience thanks to input from the customer journey through the smg360 app. At the same time, features including role-based reporting and real-time updates help the field concentrate on the most critical steps to increase guest satisfaction.
QDOBA is applying SMG’s advanced text analytics engine to evaluate unstructured customer feedback. Text analytics can help QDOBA add context to customer reviews and streamline the feedback-to-insight process with features including sentiment analysis and subject patterns. QDOBA uses case management in conjunction with text analytics to automate service recovery workflows, handle cases, react in-platform, and close the loop with guests.