Overview

El Pollo Loco has partnered with Market Force since 2004 to capture guest feedback across the brand. Through a fully integrated recovery, research and analysis package, El Pollo Loco is able to provide guest support, coaching and recognition within its vast network of corporate and franchise locations. Each location has a balanced scorecard that relays critical operational and customer metrics to support the brand’s continued growth.

Every year the voices of hundreds of thousands of customers are captured and shared with the entire crew to provide a continuous perspective from the market. Further, executive summaries of results are prepared to identify the top priorities to elevate performance and drive success.

Market Force Customer Intelligence Solutions utilized by El Pollo Loco:

• Customer Surveying
• 1-800 Live Operator Support
• Catering Application
• Custom Surveys
• Menu Analysis, Menu Item Testing

Number of Units:

• 400+ fast casual restaurants

“The survey responses show up in real time. The store managers and the franchisees get the feedback immediately. A store knows right away if they have done a great job, and [if not] a manager can focus the team on correcting issues so that a customer doesn’t experience it again. This feedback is absolutely critical to our growth and continued success.”
–Director of Marketing, El Pollo Loco