Case Study: International Family-Style Restaurant achieves 80% program adoption and measurable sales gains with Service Management Group (SMG)

International Family-Style Restaurant - Customer Case Study

International Family-Style Restaurant, a heavily franchised chain with about 2,000 locations, faced chronically low adoption of prior programs and needed to generate excitement and full participation for a new customer experience measurement program. Service Management Group (SMG) was engaged to design and roll out the program and overcome franchisee skepticism after a recent failed initiative.

SMG drove adoption by creating conference hype (including a branded acronym and on‑site signups that captured more than 25% of franchisees), developing role‑specific online tutorials, leading working sessions and webinars, and supplying in‑restaurant posters and FAQs to sustain engagement. The result: nearly 80% of locations chose to implement the program, and SMG demonstrated a positive, significant linkage between guest satisfaction and sales, giving the field confidence and clear, measurable business impact.