Taco John’s taps SMG for customer experience management program

Jul 27, 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 quick service restaurant franchise Taco John’s. The Mexican QSR brand chose SMG for its differentiated software with a service (SwaS) offering, deep industry expertise and robust integration capabilities.

Spurred by record-breaking sales and rapid growth, Taco John’s needed an enterprise experience management solution that would allow it to capture guest feedback at nearly 400 restaurants and uncover customer insights throughout the customer journey. The brand partnered with SMG to launch a customer experience management program that provides a holistic view of the customer experience combined with capabilities that help the field focus on the most important measures to improve guest satisfaction.

“With an intuitive platform and hands-on services model, SMG’s software with a service offering is a great fit for our organization,” said Taco John’s Chief Operating Officer Greg Miller. “From ingesting multiple sources of customer feedback data to providing our operators with actionable insights across the customer journey, SMG will help us continually elevate the guest experience.”

Through a combination of solicited and unsolicited feedback collection methods, Taco John’s is measuring the on- and off-premise restaurant experience across its growing franchise. In addition, the brand is leveraging SMG’s partnership ecosystem to bring digital feedback data from Olo into the smg360® platform, combining digital experience data with location-level feedback data for richer, more actionable insights.

About Taco John’s®

Founded in 1969 in Cheyenne, Wyoming, Taco John’s® has been serving bigger. bolder. better. flavors for more than 50 years. Now, Taco John’s operates and franchises nearly 400 restaurants in 22 states – making it one of the largest Mexican quick-service restaurant brands in America. With bold originals like Potato Olés®, Taco John’s knows how to Olé The Day. Taco John’s prides itself on serving generous portions of its signature menu items that are made-to-order using fresh, high-quality ingredients, seasonings and sauces. The brand was listed No. 2 in the “Mexican Food” category on Entrepreneur’s “Top Food Franchises of 2020.” Taco John’s is led by CEO Jim Creel who was recently named one of “The Most Influential Restaurant CEOs in the Country” by Nation’s Restaurant News. For more information, visit tacojohns.com and follow Taco John’s on FacebookInstagram and Twitter.


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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