SMG Partners with QDOBA to Manage Customer Experiences

Kansas City, Mo. — Service Management Group (SMG), a global customer, patient and employee experience management partner to more than 500 brands, has launched a new customer experience management program with QDOBA Mexican Eats. The Mexican fast-casual chain is working with SMG to drive program adoption, increase guest satisfaction and advance its customer experience strategy.

QDOBA has launched the SMG customer experience management program to capture guest feedback and uncover customer insights across its nearly 750 locations. With feedback from across the customer journey available in the smg360® platform, QDOBA leaders have a holistic view of the customer experience while features like role-based reporting and real-time alerts help the field focus on the most important measures to improve guest satisfaction.

“From the robust technology platform to the hands-on service model, SMG’s value proposition really resonated with our team,” says Karin Silk, QDOBA’s vice president of off-premises & menu. “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.”

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, QDOBA is using case management to automate service recovery workflows, manage cases, respond in-platform and close the loop with guests.

QDOBA is a fast-casual Mexican restaurant with more than 730 locations in the U.S. and Canada. For more information, visit

SMG’s unique software with a service (SwaS) model puts a dual focus on platform technology and professional services, making it easy for brands to activate insights based on feedback. For more information, visit



SOURCE: Service Management Group (SMG)

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