The partnership between Dave’s Hot Chicken and RBG aims to refine customer service, boost operational efficiency and bring brand consistency. Credit: Erman Gunes/Shutterstock.

US-based restaurant chain Dave’s Hot Chicken has partnered with Reality Based Group (RBG), a tech-enabled customer experience improvement company, to enhance its customer experience.  

The collaboration leverages RBG’s advanced video mystery shopping solution technology to elevate service quality and operational efficiency across the restaurant’s locations. 

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The partnership will enable Dave’s Hot Chicken to refine customer service, boost operational efficiency and bring brand consistency.  

As Dave’s Hot Chicken expands, the collaboration will guarantee that its dishes are accompanied by excellent customer service.

Reality Based Group CEO Josh Stern said:  “This partnership is all about elevating the customer experience as Dave’s continues their incredible growth.”  

“We’re here to support their amazing culture and ensure they have the most accurate data possible to deliver the brand promise. We couldn’t be more excited to be on this rocket ship that is Dave’s.” 

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Since the inception of the partnership with RBG, Dave’s Hot Chicken has witnessed significant improvements, including achieving the highest Google review ratings in the industry.  

Dave’s Hot Chicken president Jim Bitticks said: “Providing video mystery shoppers to our franchise owners and operators allows them to see how their restaurants are performing from the guest’s POV so they can reward great performance and correct and improve opportunity areas.”  

“Our franchisees love the video shops and we’ve already seen an improvement in our guest metrics.” 

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

The menu items launched include Cauliflower Sliders, Tenders and Bites.   

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