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.”
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