Case Study: Salt + Smoke establishes customer service KPIs and real-time satisfaction tracking with HappyOrNot Smiley Touch

Establishing KPI’s for Growing Brand Salt + Smoke

Salt + Smoke, a fast-growing St. Louis BBQ restaurant concept, needed to establish and substantiate customer service KPIs as it prepared to expand. Seeking more timely and actionable feedback than sporadic online reviews, the owner and board engaged HappyOrNot and implemented the Smiley Touch solution to capture real-time guest sentiment.

HappyOrNot’s Smiley Touch terminals collected roughly 600 responses per week (about 10% of patrons), enabling Salt + Smoke to track KPIs at store and comparative levels, expand the program to a second location, and share dashboards with the Owner, Board and Director of Operations. The insights helped the team detect and correct staffing-related satisfaction dips, surface employee feedback, improve messaging when items sell out, and establish benchmarks for future openings.

Salt + Smoke

Tom Schmidt

Founder and Owner