News Feature | September 25, 2014

Taco John's Adds Guest Feedback Platform

Christine Kern

By Christine Kern, contributing writer

Tell TJ Hopes to Leverage Guest Feedback to Improve ROI

On the heels of its recent rebranding initiative, Taco John's has added InMoment's cloud-based customer experience optimization platform to support Tell TJ, Taco John's guest satisfaction survey program.

The recent make-over came from information gleaned from customer surveys.  “This insight led to ‘Unwrap the Original,’ our new brand position. ‘Unwrap the Original’ celebrates originality both within the brand and our guests,” says Billie Jo Waara, Chief Marketing Officer for Taco John’s®. “It’s a tribute to owning a style and flavor that’s all your own. Even more, it’s a call to action for guests to unwrap something new and develop a connection with Taco John’s.”

With its new brand position, Taco John’s® has updated its packaging, point-of-purchase materials, digital marketing, social media, and TV ads. “Unwrap the Original” will also be seen as the chain rolls out refreshed uniforms and brand standards, a new restaurant design and new menu items in 2015.

 "The customer experience has always been at the heart of Taco's John's culture," said Shawn Eby, VP of operations, in a news 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 provides custom feedback reports for each Taco John's restaurant. According to the release, the platform includes integrated text analytics and enables Taco John's to gain insights from unstructured data, which comes in the form of comments. InMoment's platform organizes these insights into alerts, reports and dashboards, which are then sent to Taco John's employees for follow up.

 “Taco John’s is the best kind of partner,” said Lonnie Mayne, president of InMoment. “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.”

Taco John's operates and franchises over 400 quick-service restaurants in 25 states. Privately owned, the business opened its first restaurant in 1969 in Cheyenne, Wyo. Taco John's prides itself on serving generous portions, menu items prepared fresh to your order, high quality ingredients and special recipes, seasonings and sauces.