THE CONTEXT
For multi-venue restaurant groups, improving guest experience isn’t just about insight, it’s essential for operational alignment.
Most chains face three systemic barriers:
• Lagging indicators - public reviews surface issues too late to act
• Fragmented measurement - different surveys and metrics create inconsistent signals
• No accountability loop - insight rarely translates into operational change
The result is a familiar pattern: problems are spotted too late, performance varies between venues, and leadership lacks a real-time view of how the guest experience is actually landing. In 2021 Egon set out to solve all three.
The company needed a system that could capture live guest experience signals across every restaurant, giving both venue teams and central leadership a shared, real-time understanding of performance.
Since summer 2021, Egon has deployed Foodback across every venue in Norway, transforming guest feedback from an occasional survey into an always-on operational signal. A 24/7 pulse.
The system operates portfolio-wide. Guest interactions were no longer just responses. They became operational intelligence that managers could act on. Rather than existing as a standalone CX initiative, guest feedback became a shared performance language across the organisation.
The real impact came when the insight was embedded in how Egon manages performance.
Each venue now has clear visibility into its experience scores and guest feedback.
Managers can identify issues quickly, understand what guests are reacting to, and take action while the signal is still relevant.
At the same time, leadership teams can track experience performance across the full portfolio, identifying trends, benchmarking venues, and supporting locations that need improvement.
Importantly, the system is not just informative it is operational. Venue teams and operational leaders are incentivised based on their Foodback scores. Guest experience is therefore not just measured. It is managed.
RESULTS
The scale of insight captured across Egon’s restaurants is significant.
At the time of writing, they have collected:
• 535,345 unique guest respondents
• Equivalent to feedback from nearly 10% of Norway’s population
• 256,481 written comments have been submitted alongside scores
• 4,421,830 experience data points
Egon are approaching a major milestone: Over 5 million structured experience data points
This signal density enables leadership to benchmark performance across venues with confidence, combining quantitative scoring with qualitative operational insight.
This level of insight volume enables performance monitoring at a scale few restaurant groups achieve.More importantly, the data shows consistent improvement in guest experience, year after year. Measured on Foodback’s 6-point scale, Egon’s portfolio-wide experience score has risen consistently every year since implementation:
• 2022: 5.39
• 2023: 5.47
• 2024: 5.50
• 2025: 5.53
This sustained uplift reflects more than measurement, it shows how operational experience intelligence can be used to constantly drive performance.
“With Foodback we’ve managed to raise the level across our entire portfolio. Venues that had more room for improvement have made great progress, while our top performers continue to deliver at a high level. The result is that no matter which Egon you visit, our guests can expect the same high level of service and quality.”
EXPERIENCE AND PERFORMANCE
Over time, experience performance also showed a clear relationship with commercial results.
“We clearly see that the experience scores from Foodback go hand in hand with the results on our bottom line.”
By embedding guest feedback into operational governance, the organisation strengthened the link between service performance and financial outcomes.
Over time, Foodback has become part of how Egon runs its operations. What began as a way to capture guest feedback has evolved into a national performance system used to monitor, benchmark, and improve guest experience across every restaurant. The system provides:
• Continuous insight into guest experience
• Portfolio-wide benchmarking across venues
• Clear accountability for experience performance
• Structured input for operational improvement
Instead of relying on fragmented signals, Egon now operates with a shared, real-time understanding of guest experience across the organisation.
For Egon, guest feedback has become operational infrastructure.
By capturing guest insight continuously and embedding it into how performance is measured and managed, Egon has created a system that helps every restaurant improve, while giving leadership a clear view of experience quality across the entire portfolio.
Instead of relying on fragmented signals or lagging indicators, Egon now operates with a shared, real-time understanding of how guests experience each restaurant.
They identify improvement opportunities earlier, support venues more effectively, and maintain consistent guest experience standards across the portfolio. The result is a guest experience performance system that improves year after year.
