Whataburger

Modernizing the Guest & Family Member Experience

Overview

As Whataburger expanded into new markets, the business needed a better way to understand and manage the guest experience.

Their existing receipt-based survey was limited, difficult to act on, and lacked a clear system for turning customer feedback into business decisions.

Solution

Fabric migrated the old SMG survey to a modern Qualtrics solution and transformed a single feedback touchpoint into a broader experience management program.

We built a multi-channel feedback platform, standardized how feedback was captured across the guest and family member journey, and established an Experience Management coordination function to help teams review insights, prioritize improvements, and measure impact.

The result was a more connected system for listening, learning, and improving as Whataburger continued to grow.

What our clients think

“This was the best and most successful implementation we have ever worked on.”

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