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

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.”

News, El Pollo Loco