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Big Burrito Restaurant Group, a Pittsburgh-based hospitality company, is committed to delivering exceptional hospitality across all its locations. Whether welcoming guests in their restaurants, catering to them at home, or engaging with the community, they prioritize creating memorable experiences and sparking meaningful conversations over outstanding meals.
Due to Big Burrito Restaurant Group’s commitment to hospitality excellence, it’s crucial for their business to explore emerging trends and challenges in service and food quality.
Setting their sights on improving customer experience across the board, Big Burrito set up a recurring mystery shopping program with CustomerOptix, a customer experience company that caters to small business solutions. With ongoing evaluations, they can continually improve service, presentation, and operations.
Training Tools for Excellence - With insights that drive action, Big Burrito is able to use real-time data to train both new and existing staff. Improvements can be made promptly, positively impacting customer experience.
Operational Improvements on the Rise - Through evaluator observations, Big Burrito is able to continually improve operational standards and review any policies that might not be followed as consistently as they should.
“The CustomerOptix team has always been professional and responsive to any changes or adjustments we’ve needed to make to our questionnaires. The reports are easy to read, and your team is efficient in getting them to us in a timely manner upon completion.”
–Emily Farley, Office Manager, Big Burrito Restaurant Group
Findings are reviewed biweekly and the insights gained have led to necessary operational, training, and compliance improvements. They focused on:
Policy - Increase of Consistency with Operational Standards Across Locations & Staff
Servers - Improved Order-Taking Techniques to Elevate Experience
Our team has 25+ years of experience building scalable mystery shopping programs nationwide. Our network of over 1M verified evaluators will gather real-time insights through in-store, online, or phone interactions. Small businesses can discover the strengths and weaknesses of their operations through the lens of customers to see what’s working and what’s not.
On-Site Visits - Our evaluators will visit your store locations and assess your business based on your preferences, such as cleanliness, merchandising, and overall service.
Phone Interactions - Our evaluators will secretly interact with your team and can identify areas that require improvement such as wait times, product knowledge, and overall customer experience.
Online Experiences - If your customers use your website to interact with your brand, our evaluators will review your website usability and product experience to help you identify areas for improvement.
Once you build your program and submit your order, our evaluators will execute that program and report actionable data and insights. Your report will undergo a thorough QA review and be emailed to you quickly so you can discover where improvements need to be made. Contact our team of experts today.
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