Case Study: Leading Restaurant Food Market Company Achieves 34% Guest Satisfaction Lift and Faster Growth with InMoment

Driving a Brand Resurgence with Fast Crafted Fare and a Focus on Guest Insights

A family-founded quick-service sandwich chain reinvented itself as a fast-crafted fare concept—adding a lighter menu and fast-casual touches—to spark growth across its global footprint of 3,300 restaurants. As sales and brand momentum returned, the company found its legacy voice-of-customer and assessment program ineffective: leadership engagement lagged, data felt unreliable, and there was no way to combine operational audits with hundreds of thousands of customer feedback signals at the location level.

InMoment built a seamless integration of 50,000 monthly feedback items with annual and quarterly operational assessments, delivering location-level reports, prescriptive analytics that prioritize two high-impact improvements per store, and a library of coaching actions for managers. Within eight months the program drove large gains—OSAT +34%, friendliness +33%, product quality +22%, cleanliness +22%, speed +19% and order accuracy +3%—contributing to 3.8% brand revenue growth and continued outperformance versus the industry.