Case Study: Egon Restaurant achieves real-time NPS-driven customer experience improvements with QuestBack

Real-time Nps Data Drives Business Improvement

Egon Restaurants, a Norwegian casual-dining chain (40+ restaurants in Norway and several in Sweden), needed a way to measure and improve customer experience beyond sales and profitability metrics. With mounting competition for both guests and frontline talent, management struggled to motivate staff and identify service issues in real time, so they sought a continuous feedback solution to boost customer satisfaction and loyalty.

Egon implemented Questback’s Enterprise Feedback Suite with short, Uber‑inspired NPS surveys on tablets at exits and automated bi‑weekly reports for managers. The approach generated over 20,000 responses in five months (≈45% response rate), delivered restaurant‑specific insights and concrete improvement actions, strengthened staff engagement, revealed a clear link between higher NPS and revenue, and enabled the company to roll out best practices across locations while targeting an NPS increase from 30 to 40.

Egon Restaurant

Ståle Nøst

Chief Marketing Officer