Enterprise Customer Experience Management Programs for Restaurants

To-go orders, app interactions, dine-in visits, third-party delivery—we capture customer feedback and behavioral data at every touchpoint to deliver tailored insights that drive business outcomes for your restaurant.

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SMG is the preferred customer experience partner for:

>50%

TOP 50 RESTAURANTS

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60%

TOP 10 CONCEPTS

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20%

TOP 20 RETAILERS

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CX + EX management

By combining customer + employee feedback in an integrated reporting platform, you can access deeper insights to make more informed business decisions.

4 restaurant industry trends we'll see in 2022

Brand experience

We combine attitudinal research (what customers think) with behavioral data (what they actually do) to provide competitive benchmarking and actionable insights on how to influence consumers at each stage in the purchase conversion funnel.

Overall satisfaction metrics
OSAT performance chart

Restaurant benchmarks

We have the most robust restaurant benchmarks in the industry—enabling clients to compare performance against industry averages and same-segment competitors based on billions of quantitative + qualitative inputs from customer feedback.

Partnering with SMG has allowed us to increase automation, reduce costs, and improve the contact center experience for our customers.

VP, Strategy + Transformation | CKE

We love our SMG team, they are great partners in helping us really take things to the next level.

Senior Principal Team Leader, Customer & Market Insights | Chick-fil-A

SMG brings a great deal of restaurant industry experience to the table, and the industry benchmarks and research insights they provide are added value that will help us continually advance our program.

Vice President of Off-Premises & Menu | QDOBA

SMG offers the professional services and technology solutions we need to serve our guests—enhancing their experience and earning their loyalty.

Senior Manager of Customer Experience | Papa Murphy’s

Our partnership with SMG has allowed us to learn from customer feedback and uncover insights that have helped us improve same-store sales company-wide.

CEO and President | Krispy Kreme Doughnut Japan Co., Ltd.

Professional services

Don’t settle for being data rich but insights poor. SMG’s client insights teams + advanced-degree researchers partner proactively each step of the way to help you turn mountains of feedback + behavioral data into actionable insights for your restaurant business.

List of professional services

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Omdia Market Radar: AI-enabled Experience Management Platforms

Frequently Asked Questions

Restaurant brands have any number of options to improve the customer experience, but to enact change that really moves the needle for customers, collecting and analyzing existing customer experience data from each touchpoint (e.g., dine-in visits, drive-thru interactions, third-party delivery) is an essential part of the process.

A wide range of data is necessary to gather intelligence about the end-to-end customer journey. Optimally, brands collect + cross-reference business data—like sales information—with solicited and unsolicited feedback from customers to find the potential areas of improvement that will have the greatest impact.

The most impactful individual points to benchmark will vary from brand to brand, but generally we suggest benchmarking key aspects of the customer experience (e.g., likelihood to return, speed of service, tase of food, etc.), blinded text analytics, social activity, visit share, and brand comparisons.

White Paper
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Report
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Talk to a restaurant industry expert.