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Case Study

An award winning Mexican fast food concept, Poncho8 is ever popular with the London lunch crowd.

An award winning [Best Burrito in London – Evening Standard Magazine] Mexican fast food concept, Poncho8 is ever popular with the London lunch crowd. Offering fresh, vibrant Mexican classics such as burritos, tacos, salad, rice and nacho boxes, they have 3 sites in the City. Freshly prepared and flavoursome, you can choose your components to make your meal exactly how you want it.


The Challenge

Poncho8 is a quick moving environment. The team need to stay professional even whilst dealing with a queue that often goes right out of the door. As each meal is built to order, there is a lot of fast-paced action behind the counter.  The team need to work together, keep everything clean and maintain the pace – all whilst remaining calm, friendly and compliant to health and safety.

We can view our results via the online portal or the new mobile site.

Our Insight

The Poncho8 management team need to know that their customers are given 5 star treatment whether they come into store during the busiest lunchtime or the quieter, off-peak times. They also want to ensure that company values are met and that the team are working towards set targets, as well as offering upgrades.

Established in


No. of Stores


The Outcome

We created a questionnaire that covers every element of the Poncho8 experience. From the welcome received, to the building of their meal, to the farewell, each contact point is measured to ensure it lives up to the company’s standards and values. Add to that the quality of food and the more subjective elements such as brand image, and you suddenly have a 360° view of how your offering works and is perceived, enabling training to be focused and targeted at those areas where it’s needed most.

“Ours is a fast paced, vibrant environment where staff need to be working at full capacity. We want to be sure that the quality of our product and service are impeccable, regardless of how busy we are. Insight’s mystery dining program has enabled us to see exactly where there are gaps – and where the team are doing an awesome job and deserve recognition. We can view our results via the online portal or the new mobile site. We are provided with a monthly dashboard, condensing all the results and giving us focused, relevant data to enable us to make decisions based on facts. Insight have been so easy to work with and really go the extra mile to make sure that we have everything we need. We would recommend them to any business wanting to get a handle on their customer experience data.”

Veeray Maru, Poncho8

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