Operations

Blaze Pizza partners with Reality Based Group for mystery shopping

Image: Reality Based Group

March 13, 2026

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Reality Based Group and Blaze Pizza have entered a partnership to implement a mystery shopping program across the restaurant chain's franchise locations, according to a press release.

Under the agreement, Blaze Pizza will use video-based and traditional mystery shopping to evaluate frontline performance and service consistency. The decision to resume a formal customer experience program followed a competitive RFP process involving five firms.

Company officials said a pilot resulted in a nearly 50% increase in upsells and improved customer service scores. The initiative allows franchisees to request additional video evaluations to assist with staff coaching and performance recognition.

Jaime Denney, chief operating officer, said the program is intended to provide franchisees with measurable ways to monitor the customer journey. Josh Stern, CEO of Reality Based Group, said the video feedback is designed to provide operators with practical data to increase revenue.

Based in Austin, Reality Based Group specializes in tech-enabled mystery shopping and customer experience analysis. Blaze Pizza operates as a global fast-casual franchise known for artisanal pizzas.