Church’s Chicken, the quick service restaurant chain, has enlisted the aid of two of the industry’s top customer experience experts to help improve its guests’ satisfaction and services. Service Management Group, Inc. (SMG) and Market Force Information, Inc., have collaborated to help Church’s Chicken drive substantial improvement in areas such as quality and accuracy of food service, restaurant cleanliness, guest engagement and speed of service.
“We know our guests have many choices when it comes to eating out,” said Mel Deane, CEO, Church’s Chicken. “We also know that our track record in guest satisfaction has not been consistent, so our team is absolutely and fully committed to providing our guests an exceptional experience at Church’s Chicken restaurants. In a short amount of time, we have seen a marked improvement in cleanliness and overall satisfaction.”
SMG is the leading full-service research and consulting firm to focus on loyalty and service improvement for multi-unit companies. SMG conducts more than 50 million surveys for leading retail, restaurant and service-based companies. The data collected from customers coupled with SMG’s analysis expertise is providing Church’s with actionable insight to drive business performance.
Market Force works with more than 200 of the world’s largest consumer-facing companies to provide Customer Intelligence solutions, including major restaurants, retailers, grocery and convenience stores, financial institutions, entertainment studios and consumer packaged goods companies. The company has mobilized teams of mystery shoppers in all of Church’s franchise and company-owned restaurants to provide store-specific information, including operational measures and behavioral insights, which will drive improvements at the individual store level.