Technology

Qdoba launches customer experience management program

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April 13, 2021

Qdoba Mexican Eats has tapped Kansas City-based Service Management Group to help it capture guest feedback from its nearly 750 locations.

"From the robust technology platform to the hands-on service model, SMG's value proposition really resonated with our team," Karin Silk, Qdoba VP of Off-Premises & Menu, said in a company press release. "In addition, 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."

To analyze customer feedback, Qdoba is using SMG's advanced text analytics engine. With features like sentiment analysis and topic trends, text analytics will help Qdoba add context to customer feedback and streamline the feedback-to-insight process. Alongside text analytics, the chain is using case management to automate service recovery workflows, manage cases, respond in-platform and close the loop with guests.

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