Our customer
Pokawa sucess story that has helped democratize the poke bowl in France, this aesthetic, healthy and delicious Hawaiian dish going from 8 restaurants to over 100 restaurants in just 5 years.
The program
Pokawa has chosen Smice to launch a program of mystery visits in 2019 to measure quality and monitor compliance with its standards by its network of branches and franchisees.
What are your goals?
- Growth, with dozens of new restaurant openings planned for 2023
- Internationalization with openings abroad
- Improving processes, especially onboarding and training
Why did you choose Smice?
Richard Vaillant: "Smice's mystery visits provide an objective view of areas for improvement. It's a third party's point of view, which provides the necessary hindsight to identify non-conformities. When you're involved in day-to-day operations, there are certain things you just don't see anymore."
What are the advantages of Smice in everyday life?
Manon Boutet: "The visits set up with Smice enable us to see the state of our various standards in the shops, whether it's the quality of customer service, the presentation of products or the cleanliness of the shops, among other things. The visit reports produced by Smiceurs will provide us with a number of keys. For a start, it's a way of rewarding our teams and highlighting their daily achievements. This tool will also enable us to identify areas for improvement, both for the restaurant teams and those at head office. For the shops, when a certain number of standards are not met, an action plan will be put in place by the site manager. Subsequently, counter-visits may also be organized to confirm the improvements made. For head office teams, these visits provide data on any operational problems. For example, we were recently able to improve the presentation of some of our products, or our Click and Collect experience, thanks to feedback from smiceurs. Mystery visits therefore enable us to perfect the operational excellence of the entire Pokawa network."