Pollo Campero partners with SMG to deliver unforgettable customer experiences

The power of combining a tradition of service and hospitality with strategic customer experience management

Pollo Campero, a brand rooted in passion and tradition since 1971, sought to elevate its guest experience across U.S. locations. Partnering with SMG, the team has implemented a structured customer experience strategy, leveraging data to drive meaningful improvements as the brand grows.

Through customer-focused initiatives, Pollo Campero has achieved incredible results:

• Improved satisfactory problem resolution by 14 ppts
• Increased consistency in Speed of Service by 6 ppts
• Grew customer satisfaction at targeted stores by 12 ppts

“It’s not only about reviewing numbers or scores—it’s more about discussing insights, and when we get insights from SMG is when we can convert them to actions and then results.” Luis Javier Rodas, Managing Director & COO, Pollo Campero USA