Industry News | April 24, 2006

El Pollo Loco Launches New Tell Us About Us Customer Feedback System

El Pollo Loco, Inc., a leading chain of 340 quick-serve restaurants specializing in flame-grilled chicken, recently launched the Assured Resolution(TM) 1-800 Customer Support system provided by Tell Us About Us Inc.

This innovative program offers customers access to live operators who have the tools to log each call, track it through to resolution and notify El Pollo Loco staff when action is required.

El Pollo Loco's implementation of the Assured Resolution(TM) system builds upon the services Tell Us About Us has been supplying the growing restaurant chain. Since 2004, Tell Us About Us has successfully launched several customer survey programs for El Pollo Loco.

"Delivering our guests an exceptional experience each and every time they visit our restaurants is, without a doubt, our top priority, which is why we have incorporated customer loyalty ratings into the bonus criteria used to award our managers," explains Karen Eadon, Chief Marketing Officer for El Pollo Loco, Inc. "Having a first-rate customer hotline is critical to our organization. We found the caliber of the reporting provided by Tell Us About Us to be superior to anything we had previously seen." Eadon also cited Tell Us About Us's convenient open-closed reporting format and system of automatic notifications as a key factor in the decision.

"The Assured Resolution(TM) Customer Support program allows users to fully realize the opportunity each customer issue presents. By offering a consistent system that tracks every issue through to resolution, we simplify the process of resolving customer concerns to build enduring loyalty," explains Scott Griffith, Tell Us About Us's Vice President of Business Development. "We're very excited about our expanding relationship with El Pollo Loco. They're a progressive company with an outstanding management team that is committed to growth. They have demonstrated, time and again, their commitment to fully embracing the potential of each of the programs we offer -- and the results have been fantastic."

El Pollo Loco first partnered with Tell Us About Us Inc. in January of 2004 to replace its mystery shop program with automated telephone and web surveys. "By linking the Assured Resolution(TM) program with the customer surveys we gather, our customer insights have become much richer. Centralizing the reporting on one interface is an advantage that brings together reactive and proactive systems, allowing us to examine both sides of the customer equation," says Eadon. "Importantly, we can identify trends in the live-operator data and generate issue-specific surveys to gather further insight that can enhance our guest service."

Comments

I am a regular cost of your store 3364, I like the food and all the team but specially I love the way your manager Bernardo is, always comes to my table and offer me a smile and that is great, I think is a plus to my food.

Ijust tried the sirloin steak bowl that I got at smart and final, and it was terrible. The steak was tough an almost inedible . the beans and rice were ok . I just tossed the other 3 bowls in the trash.

Yesterday my husbanfd and I purchased 2 meals from store 3594 and after we got home the chicken was not fresh, it was very dry and so were the tortillas. we paid 18.00 for both meals and do not feel that the product was worth it. Please refnd my money or something.

On Sunday, August 14, My husband and I went to El Pollo in Hawthorne, California (off Imperial Hwy and Hawthorne Boulevard. We bought 8 pieces of Chicken in which comes with two sides. We ordered Mash Potatoes and Pinto Beans.The salsa was out, lemons were out, salsa was spilled all over the counter and we paid $29.00 for 8 pieces of chicken, an order of Sweet Potatoes Fries.When we made it home there was no gravy for the Mash potatoes.On many occasions the salsa taste spoiled.One last comment we stopped going to the drive through because something was always missing from our order.We love the chicken but the service and high cost of the food have strayed us to other food resturants.

Tonight I ordered food at 6:12 PM at the Culver City store at 5529 Sepulveda Blvd in Culver City. By 7 PM and numerous customers ordering after me and receiving their order, I asked the cashier for my money back. She went to someone I could not see who obviously told her to see someone else. She knocked on an office door and a woman came out (manager?). She wore a different colored shirt. This woman came over to me, gave me my money, and I left. No "we're sorry", or "if you can wait 5 minutes I will rush your order", she said nothing. This is extremely poor customer service, and needless to say I will not return to ANY El Pollo Loco.

I've been a long time customer and have recently (6 months) noticed a noticable degradation in service/attitude/small portions at my local outlet here in Costa Mesa (#4355). I ordered a 2pc breast/wing combination meal and paid the extra dollar for what turns out to a TOTAL JOKE of a meal! There must be an extreme rarity of chicken here lately because the wing I got looked like a cricket that had been broiled...absolutely no meat! The breast was very small and it provided only 3 bites of chicken! What a waste of money...and this is normally a $9.15 meal...just amazing. In the old days, you could count on getting nice sized portions of the best tasting chicken anywhere...but not in the last 6 months or so...very very chinzy. Not only that, the manager didn't even apologize or exchange it to keep me as a customer....no effort whatsoever. BAD ATTITUDE on top of nothing for the money. They now remind me of what KFC became...worthless and I will not return again...money better spent elsewhere for much more quality and quantity.

I've been a long time customer and have recently (6 months) noticed a noticable degradation in service/attitude/small portions at my local outlet here in Costa Mesa (#4355). I ordered a 2pc breast/wing combination meal and paid the extra dollar for what turns out to a TOTAL JOKE of a meal! There must be an extreme rarity of chicken here lately because the wing I got looked like a cricket that had been broiled...absolutely no meat! The breast was very small and it provided only 3 bites of chicken! What a waste of money...and this is normally a $9.15 meal...just amazing. In the old days, you could count on getting nice sized portions of the best tasting chicken anywhere...but not in the last 6 months or so...very very chinzy. Not only that, the manager didn't even apologize or exchange it to keep me as a customer....no effort whatsoever. BAD ATTITUDE on top of nothing for the money. They now remind me of what KFC became...worthless

I thought the service was relatively prompt in comparison to other fast food restaurants. I thought the $5 Pollo Bowl Special was an especially good value considering a small drink and tortillas was included. In addition the bowl was tasty and filling as well.

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