WaBa Grill Measures CX, Uncovers Actionable Insights

Service Management Group (SMG), a global customer experience management, employee experience and brand research partne, has been selected by WaBa Grill to launch its customer experience management program. The health-focused fast-casual chain chose SMG for its unique combination of technology and professional services, outcomes-based approach and competitive benchmark capabilities.

Founded in 2006, WaBa Grill has more than 185 locations serving fresh and healthy entrées. With a goal of serving the best-possible-quality food on the go, WaBa's famous rice bowls and salads are prepared-to-order with fresh vegetables and high-quality proteins.

"With a rapid growth plan in place, it was important to find a customer experience management platform that is scalable and delivers actionable insights," said WaBa Grill Vice President of Franchise Operations Afshin Compani. "Our partnership with SMG gives us access to a robust technology platform and a dedicated team that understands our business and helps us get smarter about our customers."

Using SMG VisitView, a location-level CX survey, WaBa Grill is capturing customer feedback at the point of sale. With VisitView data available 24/7 in the smg360 reporting dashboard and mobile app, support center employees get a holistic view of guest feedback, plus powerful tools like text analytics and real-time alerts, while empowering franchisees with real-time, role-based reporting and insights.