Restaurant Experience Management

Turn guest feedback into loyalty-driving restaurant experiences

Drive loyalty and satisfaction with exceptional unified experiences

To meet rising expectations across dine-in, drive-through, and delivery, brands must start at the beginning, during experience design. That means involving customers early, validating menu concepts, testing campaigns, and refining service strategies before they go live.

SMG’s Unified Experience Management® (UXM) approach helps restaurant brands do exactly that. Powered by Ignite®, we equip corporate and frontline teams with real-time insights to improve satisfaction, drive operational excellence, and build lasting guest loyalty, one location at a time.

Elevating experiences for leading restaurant brands

Solving the toughest challenges in restaurant experience management

Challenges SMG helps address:

Ineffective menu design or unpopular promos

Always-on communities provide fast feedback on concepts during initial design.

Inconsistent guest experience across locations

Real-time guest feedback insights drive service consistency.

Managing multiple ordering channels

AI-driven analytics provide a holistic view of guest sentiment.

Identifying and resolving service pain points

Automated alerts flag issues for immediate action.

Understanding the financial impact of CX

Predictive analytics link guest satisfaction to revenue outcomes.

Empowering employees

Actionable location-specific insights help team members deliver high-quality service.

Purpose-built tools and services designed for restaurant growth

- Uncovers deeper insights, faster, from your customer data.
Ignite

Uncovers deeper insights, faster, from your customer data.

- Provides a real-time pulse on guest feedback across locations and channels.
smg360

Provides a real-time pulse on guest feedback across locations and channels.

- Build more successful menus, services, or rewards through customer collaboration.
Bulbshare

Build more successful menus, services, or rewards through customer collaboration.

- Delivers customized action plans based on deep industry expertise.
Expert Consulting Team

Delivers customized action plans based on deep industry expertise.

SEE SMG IN ACTION
Case Study

Improving delivery order accuracy and satisfaction

A leading quick-service restaurant (QSR) used SMG’s insights to identify delivery accuracy as a key driver of guest satisfaction. Through targeted training and franchisee accountability measures, it achieved:

  • 7-point increase in customer satisfaction scores
  • Reduced refund rates by improving delivery efficiency
Explore more case studies

Learn more about our expert insights and consulting

Learn More

More than a data platform, we’re a strategic restaurant partner

Unlike traditional data platforms, SMG offers hands-on white-gloved consulting to help restaurant brands implement lasting change through a Unified Experience Management approach.

What SMG provides and how it benefits your brand:

Proactive CX monitoring

Continuous insights to identify service gaps.

Industry-specific benchmarks

Compare performance against leading restaurant brands.

Customized action plans

Ensure teams take meaningful steps to improve guest experience.

UXM linkage

Demonstrate the linkage between BX, CX, and EX initiatives on overall guest satisfaction. 

Ready to elevate your restaurant brand?

SMG’s AI-powered insights, guest collaboration tools, and experience management experts help restaurants transform brand, customer, and employee experiences into measurable business growth.