Church’s Texas Chicken: The Winning Recipe for Driving Loyalty & Business Growth

From juicy chicken and tenders served with their delicious Honey-Butter Biscuits™, Church’s Texas Chicken knows the power of a great pairing. So when the quick-service franchise needed a new customer experience (CX) partner after a decade with their previous vendor, they looked for a duo that could deliver fast results and lasting impact.

Church’s needed a solution that could be implemented quickly and capture real-time guest feedback to inform operational decisions—critical to how they drive satisfaction, retention, sales, and transactions. After a competitive RFP process, Church’s selected their new partners, powerfully pairing Medallia’s robust menu of CX technology solutions with SMT’s expertise in designing and implementing CX programs.

In just 90 days, Church’s launched its new CX platform, designed to seamlessly integrate CX and operations across all levels of the organization, from corporate to franchisees to individual restaurant teams. Equipped with powerful tools like text analytics, an anti-cheating engine to ensure survey integrity, social listening, and real-time closed-loop feedback, Church’s finally had a clear, visual scorecard that helped every location understand performance and take targeted action.

Within the new program’s first year, Church’s has achieved their highest guest satisfaction levels ever and improved OSAT by 4.6 points, all of which correlates with the brand’s increase in sales and transactions. Now, the brand is going global with its CX platform, using AI-powered insights to identify new opportunities to delight guests and keep them coming back for more.