Case Study
Pollo Campero partners with SMG to deliver unforgettable customer experiences
June 23, 2025
Presented by 
Pollo Campero, a brand rooted in passion and tradition since 1971, sought to elevate its guest experience across U.S. locations. Partnering with SMG, the team has implemented a structured customer experience strategy, leveraging data to drive meaningful improvements as the brand grows.
Through customer-focused initiatives, Pollo Campero has achieved incredible results:
- Improved satisfactory problem resolution by 14 ppts
- Increased consistency in Speed of Service by 6 ppts
- Grew customer satisfaction at targeted stores by 12 ppts
"It's not only about reviewing numbers or scores—it's more about discussing insights, and when we get insights from SMG is when we can convert them to actions and then results." Luis Javier Rodas, Managing Director & COO, Pollo Campero USA
About The Sponsor
SMG
Delivering the future of Unified Experience Management®
SMG delivers the future of Unified Experience Management, turning BX, CX, and EX insights into real-time action through Ignite®, our AI-native platform, and a unique software with a service (SwaS) approach.
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