How Florida-Based Marco's Franchisees Drive Success with Intouch

Curious to learn how Intouch Insight's CX Platform and Mystery Shopping Services help Authentic Pizza of Florida LLC, the Florida area representative for Marco’s Pizza, consistently deliver exceptional customer experiences and boost franchisee engagement?

Dive into the full story by watching the video below, or keep reading to discover more insights.

About Authentic Pizza of Florida

Authentic Pizza of Florida is Marco's Pizza's area representative in the state. Its 75-store portfolio accounts for 70% of all Marco’s locations in the geographic area.

They specialize in supporting franchisees who are interested in opening and operating a Marco’s Pizza franchise. From the initial setup to ongoing support, they assist franchise owners in growing their portfolio and maximizing their investment.

The Problem: Aligning Franchisee Operations with Customer Expectations

Before partnering with Intouch Insight, Authentic Pizza of Florida faced challenges aligning franchisee perspectives with actual customer experiences.

Franchisees relied on internal KPIs and reviews of their locations conducted every 60 days, but these didn't always reflect what truly mattered—the customer’s point of view.

Without consistent, actionable insights, franchisees struggled to identify gaps in customer service, leading to missed opportunities for improvement.

"We needed to ground ourselves in the customer's perspective to drive better experiences and, ultimately, sales." - Mike Fox, Director of Operations, Authentic Pizza of Florida Marco’s Pizza Area Representative.

The Solution: Real-Time Customer Insights and Data-Driven Decisions 

Authentic Pizza of Florida partnered with Intouch Insight to conduct mystery shopping across its franchise locations. This partnership provided objective, third-party data that helped align franchisees with their customers' needs.

By leveraging Intouch’s customizable CX tools and detailed reports, franchisees received clear, actionable insights into how each location performed from the customer’s perspective.

“As business owners, we get so emotionally invested that we sometimes step over the details and fail to not only identify opportunities but walk past them. Working with Intouch has enabled us to identify and coach the opportunities." Mike Fletcher, Authentic Pizza of Florida Marco’s Pizza Area Representative.

“From a program launch perspective, Intouch Insight was very accommodating during the entire process. They worked with us from start to finish to help develop the program and the questionnaires that we used. They brought a lot of industry knowledge to the table to help and direct us.

As we were building the program from scratch, the Intouch team helped us to work through to the end to analyze the data and helped us to feel really confident that we were working with the correct company and that we made the correct choice.” - Mike Fox, Director of Operations, Authentic Pizza of Florida Marco’s Pizza Area Representative.

The Result: Improved Customer Satisfaction and Franchise Performance

Since partnering with Intouch Insight, Authentic Pizza of Florida has experienced enhanced franchisee engagement and improved customer satisfaction across the board.

Franchisees now clearly understand what drives customer loyalty, and they’ve implemented changes that have resulted in higher satisfaction scores. The company has seen significant ROI, with improved friendliness metrics directly correlating with increased sales.

"The data we’ve gained through Intouch has opened up conversations and helped us achieve a five-star guest experience across our stores." - Mike Fox, Director of Operations, Authentic Pizza of Florida Marco’s Pizza Area Representative.

Authentic Pizza of Florida’s journey showcases the power of combining customer insights with data-driven strategies to elevate the overall brand experience.

Are you ready to enhance your customer experience with Intouch Insight? Discover our