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True Grit Hospitality, established in 2014, is a South Florida-based restaurant group with 5+ locations that are premier destinations for cocktails, dining and events. They have an ongoing need to ensure their standards were consistent across locations.
True Grit Hospitality sought to:
Our evaluators conduct quarterly dining and bar assessments during lunch and dinner, evaluating staff performance, customer service, and brand consistency. The ongoing feedback ensures adherence to brand standards, including upselling memberships—a critical element of their business—while identifying operational gaps and enhancing the guest experience.
Evaluation Results Spearheaded Next-Level Improvements - With real-time feedback coming in, the client gained immediate visibility of the customer experience in each location. The evaluations were a huge motivator for managers and staff to make the changes needed to ensure consistency of brand standards and produce next-level service.
“Guest feedback is at its highest level of satisfaction to date as shown by the increase in sales, online reviews, and positive social media exposure. These results are to be accredited in large part to our continued partnership with CustomerOptix, whose professionalism and dedication to its customer satisfaction have made monitoring the consistency of our steps of service application, a very effective tool.”
–Diego Oppo, Director of Training, True Grit Hospitality
CX Evaluations were key to gathering information on brand standard compliance of restaurant operations, including speed of service, order accuracy, staff friendliness, food quality, guest interaction, and condition of facilities. True Grit Hospitality experienced large gains in:
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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