Case Study: Torchy's Tacos achieves real-time customer feedback and higher satisfaction with TalkToTheManager

Torchy's Tacos Finds Success in Real-Time Customer Feedback with TalkToTheManager

Torchy's Tacos, an Austin-born fast-casual chain that has grown to dozens of locations across Texas, faced a customer feedback gap: in-store issues could be handled by managers, but to-go guests and after-visit complaints were hard to reach and often routed through a slow corporate process. With busy lines and managers not always available, the team needed a convenient, real-time way for customers to contact store leadership without jumping through hoops.

Torchy's implemented TalkToTheManager, an anonymous, text-based real-time feedback tool promoted on to-go bags and table inserts, allowing managers to respond immediately and resolve problems while customers were still present. The service reduced calls to corporate, recovered a large percentage of dissatisfied customers (one quick margarita remake is a cited example), sustained high satisfaction rates, provided product-testing insights for new menu items, and helped identify training needs — all with simple, affordable implementation.

Torchy's Tacos

Brittany Platt

Director of Marketing