Kansas City, Mo. — Service Management Group (SMG), a global customer, employee and brand experience management partner to more than 500 brands, has formed a new partnership with Rubio’s Coastal Grill. The fast-casual restaurant chain specializing in Baja-inspired Mexican food selected SMG to improve real-time, prescriptive feedback across its guest journey.
Based in Carlsbad, Calif., Rubio’s has more than 150 locations across California, Arizona and Nevada. Co-founder Ralph Rubio opened the first location as a walk-up taco stand in 1983 in San Diego’s Mission Bay, and the brand’s reputation and restaurant count has grown steadily since. Over the years, Rubio’s has evolved its menu to include innovative recipes ranging from responsibly sourced seafood and chef-crafted tacos and burritos to California bowls and crisp, fresh salads.
“We knew we wanted a partner with restaurant-specific expertise that could bring our real-time feedback to the next level,” says Paul Nishiyama, chief operating officer for Rubio’s. “SMG proved to be our perfect match and is already helping us better understand how we’re performing against the rest of the industry, while delivering insights and best-in-class tools for our operators.”
Rubio’s is partnering with SMG to gather location-level guest feedback across its restaurants. Additionally, Rubio’s is using SMG’s online reputation management solution to measure location-specific ratings and reviews across top review sites, understand restaurant-level competitive benchmarks and engage with customers via in-platform response. Both solicited and unsolicited consumer feedback are available in real time within the smg360® platform, offering Rubio’s a holistic view of the guest experience. Role-based reporting, real-time alerts, case management and other features allow team members to close the loop with customers and focus their efforts on the actions necessary to improve overall satisfaction.
Rubio’s is headquartered in Carlsbad, Calif., and currently operates more than 150 restaurants.
SMG is a leading experience management (XM) provider. SMG is the industry’s only software with a service (SwaS) provider — uniquely pairing an enterprise platform with professional services to help brands generate new revenue, grow existing revenue, reduce churn + detractors, and drive operational efficiencies. For more information, visit www.smg.com.
SOURCE: SMG