QDOBA launches customer experience management program with SMG

Apr 13, 2021 by Paul Arnhold

KANSAS CITY, Mo. – 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.


About QDOBA Mexican Eats

QDOBA is a fast-casual Mexican restaurant with more than 730 locations in the U.S. and Canada. Committed to delivering flavor to people's lives, QDOBA uses ingredients prepared in-house, by hand, and fresh throughout the day, to create delicious menu options. Guests can experience QDOBA's delicious flavors by enjoying one of its signature menu options that are chef-crafted for convenience and ease or by customizing their burritos, tacos, burrito bowls, salads, quesadillas, and nachos to fit their personal tastes. For two years in a row, QDOBA has been voted the "Best Fast Casual Restaurant" as part of the USA Today 10Best Readers' Choice Awards. Discover more at www.QDOBA.com or on the QDOBA app, which is available for download on the iTunes App Store or Google Play. Fans can also connect with QDOBA on Facebook, Twitter, Instagram, and YouTube.


About Service Management Group

SMG inspires experiences that improve people’s lives. We are a catalyst for change—helping organizations generate new revenue, grow existing revenue, reduce churn and detractors, and drive operational efficiencies. Our unique software with a service (SwaS) model puts a dual focus on platform technology and professional services, making it easy for brands to activate insights based on customer, patient, and employee feedback. To learn more about our customer, employee, and brand experience management (XM) solutions, visit www.smg.com.

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