Dave’s Hot Chicken partners with Reality Based Group to enhance customer experience

GLOBAL – Dave’s Hot Chicken, a US-based restaurant chain, has joined forces with Reality Based Group (RBG), a company specializing in tech-driven customer experience solutions, to elevate its overall customer experience.

The collaboration between Reality Based Group (RBG) and Dave’s Hot Chicken utilizes RBG’s advanced video mystery shopping technology to enhance service quality and operational efficiency at the restaurant’s locations.

This partnership aims to refine customer service, improve operational workflows, and ensure consistent brand experience across all sites.

As Dave’s Hot Chicken continues to expand, the collaboration will help guarantee that its dishes are complemented by top-tier customer service.

Josh Stern, CEO of Reality Based Group, emphasized that the partnership is focused on enhancing the customer experience as Dave’s Hot Chicken grows.

Stern expressed excitement about supporting the brand’s culture and providing accurate data to uphold its brand promise.

Since joining forces with RBG, Dave’s Hot Chicken has seen notable improvements, including achieving the highest Google review ratings in the industry.

Jim Bitticks, president of Dave’s Hot Chicken, explained that providing franchise owners and operators with video mystery shopping insights allows them to assess restaurant performance from the customer’s perspective.

This enables them to recognize high performance and address areas needing improvement. Bitticks also noted that franchisees have responded positively to the video feedback, and improvements in guest metrics have already been observed.

On January 7, 2025, Dave’s Hot Chicken reintroduced its “Dave’s NOT Chicken” cauliflower menu items for a limited time across all North American locations.

These plant-based options are made from fresh cauliflower, seasoned and fried using the same spices as the brand’s signature hot chicken.

The cauliflower items, including NOT Chicken Sliders and Tenders, are priced US$2 higher than their chicken counterparts, while the Bites are priced the same as Chicken Bites.

The Hot Boxes menu also includes the cauliflower offerings for those seeking plant-based alternatives.

CEO Bill Phelps shared that the brand received hundreds of social media requests to bring back Dave’s NOT Chicken, and they responded by reintroducing these highly anticipated items.

Phelps encouraged those seeking a flavorful meatless option to try the NOT Chicken Cauliflower products.

With plans to open 70 new locations in 2025, Dave’s Hot Chicken has already sold franchise rights for 1,000 locations across Canada, Ireland, the Middle East, the UK, and the US.

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