On its 25th anniversary, Salsarita’s celebrates a decade-long partnership with SMG

How the fast casual chain drives operational and marketing success with a multi-channel approach

As Salsarita’s marks its 25th anniversary, the brand continues to strengthen its guest experience through its decade-long partnership with SMG. Using a comprehensive, multi-channel customer experience program that includes surveys, recovery, unsolicited feedback, and ratings + reviews, the team has built a full view of the customer journey across its restaurants. See how they use it to deliver actionable insights that are useful from the head office to the front line.

This unified approach has empowered Salsarita’s to:

• Connect feedback from every channel to identify trends and act quickly
• Train and support franchise teams with insights that drive measurable improvement
• Uncover insights that inspire up to a 33% greater spend in customers

“[The] ‘brand’ [experience] is what the last guest experience was… It’s incumbent on us as a franchisor to invest in these kinds of tools—you can’t prove something you can’t measure.” Tim Carter, Chief Financial Officer, Salsarita’s Fresh Mexican Grill