Case Study: The Melting Pot achieves a 47% increase in speed of service and actionable guest insights with InMoment

The Melting Pot Improves Guest Experience in Person and Online

The Melting Pot is the original fondue restaurant with more than 105 locations and $200M in revenue, known for a guest-centric approach to dining. Despite relying on employee anecdotes and mystery shoppers, the company lacked a comprehensive, real-time view of the guest experience and needed deeper, actionable insight into what guests actually felt and wanted.

Partnering with InMoment, The Melting Pot launched a guest feedback platform that captured scores and comments and used text analytics to surface trends in unstructured feedback. This led to rapid, specific actions—changing server check delivery practices, improving “speed of service” by 47% in four months, faster and lower-risk menu testing—and gave leaders the ability to prioritize improvements and guide new restaurant design and experience updates.

The Melting Pot