Blaze Pizza has entered into a partnership with Reality Based Group, a firm specializing in tech-enabled mystery shopping, to implement a program that uses video technology alongside traditional evaluations to help franchise locations improve customer service, consistency, and revenue through better upselling techniques.
The use of Reality Based Group's mystery shopping technology allows franchisees and their teams to see and hear actual customer interactions firsthand. This, in turn, is expected to provide clear and actionable feedback that can be used for coaching and recognition in ways that written reports alone cannot achieve. The initial pilot results, which showed a significant increase in upsells and improved service interactions, suggest that customers may encounter staff who are more attentive, better trained, and more capable of guiding them through the menu in a helpful and engaging manner.
Image Credit: Blaze Pizza x Reality Based Group
Why This Trend Is Growing
- Video-based Mystery-shopping Technologies
- Combines audio-visual customer interaction records with evaluation frameworks to create richer, objective performance insights for frontline staff.
- Tech-enabled Franchise Coaching
- Uses recorded customer encounters to inform personalized coaching and recognition programs that align multi-site staff behavior with brand standards.
- Interaction-driven Upsell Analytics
- Applies behavioral signals from real conversations to identify upsell moments and quantify the revenue impact of conversational techniques.
Industries Being Reshaped
- Quick-service Restaurant Chains
- Stand to benefit from measurable improvements in service consistency and average ticket size through recorded-feedback driven training.
- Franchise Management Software
- Can integrate video-evidence workflows to offer operators operational transparency and standardized coaching across distributed locations.
- Employee Training and Development
- May evolve toward immersive, evidence-based curricula that leverage real interactions to validate competency and accelerate skill adoption.
