Case Study: Frankie & Benny’s boosts 5 Star Service with Market Force

Frankie & Benny's - Customer Case Study

Frankie & Benny's aimed to raise sales and improve its overall guest experience by focusing on exceptional hospitality. The Restaurant Group, its owner, partnered with vendor Market Force, which utilized its customer experience visits and satisfaction surveys to address this challenge.

Market Force implemented a unique program combining these services with predictive analytics. They identified five key service interactions, branded as '5 Star Service', and introduced them alongside a new 'Hospitality Handbook'. The solution resulted in a 300% increase in restaurants achieving the 5-star rating, a 3.1% rise in customer experience scores, and a 1% increase in average guest spend.

Frankie & Benny's