WaBa Grill Launches Customer Experience Management Program

    Industry News | May 29, 2019

    Service Management Group (SMG), a global customer experience management, employee experience and brand research partner to more than 500 brands, 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,” says 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.

    “WaBa Grill is growing fast, and they want a strategic partner that can support their success and market expansion,” adds SMG Chief Client Officer Todd Leach. “When you combine our experience in the restaurant industry with our location-level insights and franchise engagement tools, we’re the ideal partner to support WaBa’s continued growth and the evolving needs of its franchisees.”

    News and information presented in this release has not been corroborated by WTWH Media LLC.