Case Study: Smashburger achieves 5.5% guest satisfaction improvement in two months with InMoment

Smashburger Improves Guest Satisfaction by 5.5% in Two Months

Smashburger, a fast-casual burger chain that grew to 200 stores within six years, needed to scale its high-quality guest experience as it expanded into new markets. The company sought a Voice of the Customer program to ensure consistent service across locations and to enable top-performing restaurants to share best practices with lower-performing sites.

InMoment deployed a VoC solution combining GoRecommend™ social advocacy and a location engagement tool that turns satisfied guests into online advocates and gives managers actionable steps to improve service. The rollout drove a 5.5% lift in guest satisfaction during the initial program and generated more than 12,000 recommendations, yielding roughly 2 million social media impressions.

Smashburger

Jeremy Morgan

SVP - Marketing & Consumer Insights, Smashburger