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Taco John’s, a Cheyenne, Wyoming-based restaurant chain serving up fast Mexican food in 25 states, knows that listening to customers and responding to feedback is the best way to tailor its offerings moving forward.
In an effort to glean the most insightful feedback, Taco John’s has announced a partnership with InMoment, a cloud-based customer experience optimization platform that gives companies the ability to listen to and engage with customers to improve business results.
“The customer experience has always been at the heart of Taco John’s culture,” Shawn Eby, Vice President for Operations at Taco John’s, said in a release. “As we continue to grow, it is critical that we have the right people, technology, and programs in place to truly understand and respond to the needs of our guests as quickly possible.”
InMoment is providing the technology for Tell TJ®, Taco John’s guest satisfaction survey program. The survey is available to customers on receipts and all packaging, with incentives such as receiving free menu items like a soft-shell taco upon completion.
InMoment provides custom feedback reports for each Taco John’s restaurant, using integrated text analytics to allow Taco John’s to uncover insights from unstructured data, which comes in the form of customer comments. These insights are packaged into reports and dashboards, with the goal of allowing Taco John’s to take meaningful action for its overall guest experience.
The restaurant chain has grown from one restaurant in Cheyenne, Wyoming to more than 400 nationally, and still strives to maintain a local feel and understand the disparate needs of all its customers. It also recently relaunched a new campaign with the tagline, “Unwrap the Original,” and is seeking to monitor reactions to ensure that guest experience aligns with how it’s marketed.
“Taco John’s is the best kind of partner,” Lonnie Mayne, president of InMoment, added. “Their commitment to delivering an excellent customer experience is ingrained in the company’s mission. We look forward to working together to find new and innovative ways to delight their guests and improve their business.”
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