How Zaxbys turned customer experience into a measurable engine for growth

See how Zaxbys connected better guest experiences with stronger business performance

Zaxbys made customer experience a core part of its growth strategy, aligning operational execution with the metrics that matter most to guests. Partnering with SMG, the brand identified key drivers of satisfaction—including order accuracy, speed, taste, and service recovery—and used those insights to improve everyday execution. By combining operational initiatives with AI-powered tools and continuous optimization, Zaxbys strengthened guest loyalty while delivering measurable business results.

Learn how Zaxbys:

• Improved guest satisfaction by focusing on order accuracy, speed, taste, and service recovery
• Leveraged AI-powered tools and CX insights to optimize drive-thru performance and operational execution
• Increased guest loyalty while reducing customer pain points through faster issue resolution
• Connected higher customer satisfaction with stronger sales growth and measurable ROI