Case Study: Leading Entertainment Brand achieves smarter business decisions across every department with InMoment

Entertainment Brand’s Progressive CX Program Leads to Smarter Business Decisions in Every Department

An innovative entertainment brand operating tech-driven venues across five countries faced a common problem: a static 15-question survey that produced data but not usable insight. Feedback was often submitted after visits with no service-date context, so the team lacked real-time, actionable intelligence to drive improvements across the business.

Partnering with InMoment, the brand implemented dynamic/static surveys, service-date reporting and rotating questions to capture timely, actionable feedback. That intelligence revealed key drivers (speed, value, temperature) and led to targeted changes—staff “clue scanning” training (+5% staff scores), manager “Red Shirt” visits (+9% satisfaction, strong inverse correlation with issues), fixing ice machines to improve F&B scores, and adding a “fun” metric to refine new games—ultimately integrating CX into product and promotion decisions across every department.