Case Study: El Pollo Loco boosts sales and customer satisfaction with Market Force

Market Force goes “loco” to help EPL grow its business

El Pollo Loco, a restaurant chain, faced challenges in maintaining consistent quality and driving growth as it expanded, particularly during an economic downturn. To address this, the company partnered with vendor Market Force to implement a comprehensive customer intelligence program, utilizing services like customer surveys to better understand and meet guest expectations.

Market Force implemented a multi-faceted solution for El Pollo Loco that included customer surveys, mystery shopping, a contact center, and a performance scorecard, all integrated into a single platform. This provided a holistic view of customer experiences across all locations. The results were significant, including a 17% increase in same-store sales for top-performing locations, the identification of nearly $3 million in revenue opportunities, and a direct correlation found between employee engagement and customer satisfaction. This focus on customer intelligence was a key factor in the company's successful growth and its $100 million public offering.

El Pollo Loco