RBG. Mystery Shoppers are a recipe for success for Torchy’s Tacos.
Torchy’s Tacos wanted to conduct an audit of the in-store customer experience across several stores in a variety of markets to see where they were underperforming and discover what they could do to improve. They had identified some underperforming stores but had no concrete way to measure the real customer experience. Torchy’s needed a partner that could customize a mystery shopper plan that could be deployed in several different markets and give them REAL ACTIONABLE DATA that they could use to improve their CX.
“Our laser focus is making our entire experience great for our customers and RBG. helped us craft the right questions and build the right program so we could be successful.”
RBG. customized a written mystery shopper audit to give Torchy’s Tacos first hand evidence and real data of how their stores were performing across a range of metrics. Working with Torchy’s, we developed a customized scorecard that could be used to rate and compare store’s performance - but equally important - allow stores to share data so they could learn from each other.
“Mystery Shopping lets you see exactly what your customer sees and experiences inside your store. You’re looking at real data.”
Upon completion of the program, Torchy’s had real data in hand and identified areas of improvement for their stores. And while store managers were initially hesitant to welcome mystery shoppers into their stores, the first hand evidence and score cards that resulted became a badge of honor and source of pride. They wanted to do better and they wanted to share their successes within the organization and with other stores. The success of this program has led to an on-going partnership between RBG. and Torchy’s Tacos.
“We pay more because RBG. treats us just as good as I want us to treat our customers.”
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