Wendy’s Teams Up With Service Management Group

by Katie Lee

Kansas City, Mo. — The Wendy’s Company has selected Service Management Group (SMG) to measure the customer experience in all of its North America and international restaurants. SMG is a global leader in customer experience (CX) measurement, helping more than 350 brands around the globe to listen, understand and act on feedback and behavioral data.

In May, SMG launched Wendy’s CX program including a receipt-based survey with built-in text analytics to identify themes for operational success. To further deliver a customer-centric culture, Wendy’s uses the Salesforce Service Cloud to pass Customer Care data to SMG for alerting and reporting. Wendy’s is also using SMG’s mobile reporting app to make data available and actionable for the organization and restaurant locations 24/7.

Additionally, Wendy’s is using SMG’s BrandGeek™ market intelligence tool for consumer feedback, behavioral data and branded competitive intelligence. Wendy’s has also retained SMG for employee engagement measurement, which began in June. 

“Wendy’s is executing a very conscious and meaningful decision to put customer satisfaction at the center of everything they do. We’re proud to be part of the team making it happen,” says Chris Egan, SMG’s president and COO. “They’re using all three of SMG’s strategic solutions — omniCX, Brand Research and Employee Engagement — to get as close to their customers and employees as possible. They absolutely have the right people and programs in place to increase loyalty and drive brand performance.”

For more information, visit www.smg.com.

The Wendy’s Company is the world’s third-largest quick-service hamburger company with approximately 6,500 franchise and company-operated restaurants in the United States and 28 countries and U.S. territories worldwide. For more information, visit www.aboutwendys.com.

SOURCE: Service Management Group

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