Pancheros Mexican Grill Uses Technology to Understand & Improve Customer Experience

Rising Mexican fast-casual franchise leverages data and technology to help franchisees grow sales

Pancheros Mexican Grill fast-casual franchise is one of the iconic brands in the Midwest, with a cult-like following that grows in both passion and numbers every time we announce the opening of a new restaurant.

Pancheros Mexican Grill  fast-casual franchise sign

As one of the most forward-thinking brands in the booming Mexican QSR segment, Pancheros recently announced a partnership with Service Management Group, a global customer experience management, employee experience and brand research partner to more than 500 brands, to help leverage our significant customer loyalty and increase sales with up-to-the-minute data. 

QSR magazine recently published an article detailing the new partnership, which is going to have a tremendous impact on how Pancheros markets to our enthusiastic fan base going forward.

“To better understand the customer experience across channels and touchpoints, Pancheros set out to find a partner that could help identify key drivers, track performance over time and provide field teams with real-time, actionable insights,” the article states.

“When we began evaluating CX partners, SMG’s restaurant industry expertise and professional services stood out,” says Ryan Murrin, Pancheros Vice President of Marketing & Franchise Development. “What makes SMG’s platform unique — and a great fit for our brand — is the scalability of the program and its ability to deliver actionable insights to the field.”

And the program is already paying off; Pancheros recently presented the brand’s scores at theIr national franchisee conference, and shared what customers are saying, and what our operations teams can focus on to drive the most impact. “The program is a game-changer for understanding what our customers are saying in real-time, and gets us actionable operations insights at the system and restaurant level, “ says Barry Nelson, VP of Operations for Pancheros Mexican Grill. 

 “With our dual focus on technology and services and a successful history in the restaurant industry, we’re well-positioned to help Pancheros establish customer experience best practices and uncover actionable insights about its growing customer base,” adds Todd Leach, SMG Chief Customer Officer. “Our organization is focused on helping clients drive business outcomes, and we look forward to helping Pancheros continue its impressive growth.”

Learn more about the Pancheros franchise opportunity

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