The Challenge

A fast-growing multi-brand restaurant group wanted to go beyond NPS and sales metrics. They needed to understand why guests return, advocate, or defect - and how loyalty is shaped by culture, emotion, price, and convenience. In a market where competition is fierce and identity matters, they needed a living model of guest loyalty.

Our Approach

Using the TRACE AI System, we built a behavioral model that learns from multiple data sources - surveys, CRM data, and social conversations. The model continuously updates, revealing how loyalty drivers shift over time and how competitors win or lose in specific moments

Mapped loyalty drivers: Identified the behaviors and perceptions most strongly linked to guest return and advocacy
Benchmarked competitors: Showing where the brand leads and where it is vulnerable
Segmented guests into behavioral archetypes: Highlighting how different groups respond to menu changes, marketing, and tailored offers
Unified diverse data: Integrated survey results, CRM data, and social media signals into one AI-powered knowledge base

The Outcome

The result is an easily updatable behavioral map that lets leadership double down on what drives loyalty, refine brand storytelling, and design offers that resonate with distinct customer segments — without losing the cultural identity that fuels their success.