Case Study: Dave & Buster's boosts guest engagement and satisfaction with InMoment CX intelligence

How Dave & Buster’s Uses CX Intelligence to Create Memorable Guest Experiences

Dave & Buster’s is a national eat-drink-play-watch entertainment brand that combines dining and arcade gaming. Facing a competitive market, the company needed a reliable way to measure and improve guest experience across locations, validate new offerings, and increase meaningful staff–guest interactions that drive satisfaction.

D&B partnered with InMoment to collect CX data (more than 50 surveys per location per week) and run social listening, producing real-time insights and guest personas that guide game selection, menu decisions, marketing, automation, and training. The result: faster, data-driven actions, better-targeted experiences, more staff engagement at critical touchpoints, and ongoing growth in guest satisfaction and loyalty.

Dave & Buster’s

Dolf Berle

President and COO