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04/15/2021

QDOBA Launches Customer Experience Management Program

The Mexican fast casual chain is working with SMG to drive program adoption, increase guest satisfaction and advance its customer experience strategy.
Anna Wolfe
Senior Editor - Restaurants
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Service Management Group (SMG), a global customer, patient and employee experience management partner to more than 500 brands, has announced a new customer experience management program with QDOBA Mexican Eats. The Mexican fast casual chain is working with SMG to drive program adoption, increase guest satisfaction and advance its customer experience strategy.

QDOBA has launched the SMG customer experience management program to capture guest feedback and uncover customer insights across its nearly 750 locations. With feedback from across the customer journey available in the smg360® platform, QDOBA leaders have a holistic view of the customer experience while features like role-based reporting and real-time alerts help the field focus on the most important measures to improve guest satisfaction.

“From the robust technology platform to the hands-on service model, SMG’s value proposition really resonated with our team,” said QDOBA Vice President of Off-Premises & Menu Karin Silk. “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.”

To analyze unstructured customer feedback, QDOBA is using SMG’s advanced text analytics engine. With features like sentiment analysis and topic trends, text analytics will help QDOBA add context to customer feedback and streamline the feedback-to-insight process. Alongside text analytics, QDOBA is using case management to automate service recovery workflows, manage cases, respond in-platform and close the loop with guests.