Case Study: K&N Management achieves Malcolm Baldridge Award recognition with Reality Based Group mystery shopping

K&N Management wins Malcolm Baldridge Award with Reality Based Group's mystery shopping

K&N Management, a quick-casual restaurant chain, wanted to win the prestigious Malcolm Baldridge National Quality Award. To achieve this, they needed to create a uniform guest experience every time a customer visited. They engaged Reality Based Group to utilize its video mystery shopping solution to evaluate every employee involved in the guest experience.

Reality Based Group implemented a program where its video mystery shoppers captured footage of employee interactions over three years. This video was used in training modules where staff performed self-evaluations, fostering ownership of the improvement process. As a result, the restaurant chain won the Malcolm Baldridge Award in 2011. Reality Based Group's solution was credited for this success, which was also reflected in the chain's significant outperformance of competitors, guest satisfaction ratings over 4.7, and a gross profit that reached nearly 47%.

K&N Management