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WaBa Grill taps SMG to measure customer experience

May 29, 2019

California-based WaBa Grill is launching a customer experience management program via Service Management Group, a global customer experience management, employee experience and brand research partner, according to a company press release.
 
"With a rapid growth plan in place, it was important to find a customer experience management platform that is scalable and delivers actionable insights," Afshin Compani, WaBa Grill VP of Franchise Operations, said in the release. "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 customer experience 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 tools including text analytics and real-time alerts, while empowering franchisees with real-time, role-based reporting and insights, SMG Chief Client Officer Todd Leach, said in the release.
 
"WaBa Grill is growing fast, and they want a strategic partner that can support their success and market expansion," he said. "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."
 
WaBa, founded in 2006, has more than 185 locations serving fresh and healthy entrées, according to the release.
 

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