Barelona Wine Bar

Barcelona Wine Bar is an award-winning tapas restaurant with dozens of units across the eastern US, focusing on authentic Spanish food.

Objective

Maintain service standards across all locations while continuing to grow.

Approach

Confidential Consumer recommended mystery dining (shopping) visits at each location to assess food, beverage, and service quality, in addition to testing staff demonstration of approved responses to common customer scenarios.

Results

By targeting areas of improvement and incorporating these findings into their ongoing training efforts, our client’s customer satisfaction levels have remained within 2% of their starting baseline level despite significant and ongoing expansion efforts.

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