Condado Tacos builds a full CX program in 90 days, and turns holiday traffic into a growth playbook

Momos Partner Since:

2025

Locations:

Integrations:

Doordash, Facebook, Google, Grubhub, Olo, Punchh, Uber Eats, Yelp

x

faster in review response time

days

to full CX program go live

pp

lower in survey incident rate

“We needed more than a tool — we needed a system that could grow with us. Momos gave us the visibility to actually understand what was happening across every location, and the automation to act on it without adding headcount.”

Evan Pardue, Director of Brand & Customer Experience, Condado Tacos

Contents

Background

The challenge

The turning point

The results

Why it works

Conclusion

Background

A guest-first brand, ready to scale intelligently

Founded in Columbus, Ohio, in 2014, Condado Tacos has built a loyal following across the Midwest and Mid-Atlantic on the back of build-your-own tacos, bold flavors, and a genuine commitment to the guest experience. With 30+ locations and a growing footprint, the brand is known for its community culture and the kind of hospitality that earns repeat visits.

Evan Pardue, Director of Brand & Customer Experience, leads the team responsible for ensuring that every location delivers on that promise consistently and at scale. As the brand grew, so did the complexity of managing feedback across dozens of channels, hundreds of shifts, and thousands of guests each week.

Condado partnered with Momos in 2024 to build the infrastructure needed to sustain their guest experience standard through the next phase of growth.

The challenge

Growing pains that no amount of effort could fix manually

With rapid growth across 30 locations, Condao Tacos teams faced challenges keeping up with surging guest feedback, urgent incident resolution, and enabling operators at each store with clear actions. As more locations opened and guest interaction volume grew, the team hit the ceiling of what manual processes could handle:

Guest feedback was spread across reviews, surveys, and support tickets with no unified view
Vocal guests disproportionately influenced operational decisions — feedback was biased, not representative
Operators were resolving the same issues location-by-location without seeing the cross-chain pattern
Standard Operating Procedures were updated reactively, based on memory or escalation — not data
There was no baseline for staffing — peak performance data wasn't captured as a benchmark

The brand needed a way to cut the noise and turn signals into decisions that would actually improve operations.

The turning point

Condado Tacos rolled out Momos across all locations with a 90-day implementation target. From day one, the team gained a consolidated view of every guest signal — reviews, survey responses, and support tickets — in a single interface. Momos handled the aggregation; the team focused on the insights.

Four capabilities changed the way Condado operated:

Unified guest intelligence

Momos unified feedback data across all 30+ locations, eliminating sampling bias from relying on guest feedback. For the first time, the CX team could see a representative view of the guest experience, not just the escalations.

Incident categorization at scale

AI automatically tagged and categorized every guest complaint by type: order accuracy, wait time, service quality - so that recurring patterns surfaced in real time rather than at quarterly reviews. SOPs improved because the data finally supported it.

Centralized operator interface

Operators adopted Momos as their primary tool for resolving systemic workflow issues. Instead of switching between review platforms and ticketing systems, every team member saw the same consolidated view — driving faster resolution and accountability.

Holiday benchmarking & staffing intelligence

High-traffic holiday periods became structured data sets. Momos captured performance and feedback patterns across peak shifts, giving the ops team a benchmark for setting staffing models and planning for future high-traffic events with precision.

The results

From operational noise to strategic clarity

In the 90 days following Momos deployment, Condado Tacos saw measurable change across operational performance, guest feedback quality, and team efficiency:

Metric	Impact
90 days Full CX program live	From contract signature to full deployment across all 30+ locations — including guest intelligence integration, incident categorization, and centralized operator workflows.
Ops improvement SOP updates driven by data	Standard Operating Procedures were updated based on AI-categorized incident patterns — not escalations or gut feel. Teams could see exactly which workflow issues recurred and act systematically.
Feedback quality Bias eliminated from guest data	Guest intelligence integration replaced the skewed signal from vocal outliers. Condado's CX and ops teams now make decisions based on feedback from representatives across all locations.
Brand voice Automation at scale	Momos maintained Condado's brand voice across all automated ticket responses and guest communications — scaling response volume without sacrificing the warm, community-first tone.
Strategic asset Holiday data → staffing model	High-traffic holiday feedback is now captured as structured benchmarks. The ops team sets staffing levels by demand tier — turning peak chaos into a repeatable playbook.

Why it works

Feedback that drives operations, not just scores

Most restaurant brands collect guest feedback. Few turn it into operational intelligence. Condado Tacos built a complete feedback loop with Momos — one where every guest signal becomes a data point, and every data point becomes an action.

Here's how the system works end-to-end:

Unified Signal Capture: Every review, survey response, and support ticket across all 30+ locations flows into a single Momos dashboard. No fragmentation. No sampling bias. Complete guest visibility in real time.
AI-Powered Categorization: Momos automatically tags every piece of feedback by incident type, location, and urgency — surfacing recurring patterns that would take analysts weeks to find manually.
Automated Response & Recovery: Guest-facing communications are handled at scale while preserving Condado's brand voice. Operators focus on recoveries that genuinely require a human touch.
Operational Benchmarking: Holiday and peak-period data is captured as structured benchmarks — giving leadership the intelligence to optimize staffing and make every future high-traffic event more manageable.

Every guest. Every location. Every platform.

Conclusion

More than a tool. A new way to run CX at scale.

For Condado Tacos, partnering with Momos wasn't about fixing a broken system — it was about building the infrastructure for the next chapter of growth. In 90 days, the brand went from reactive complaint management to proactive, data-driven operations.

Guest intelligence replaced guesswork. Incident categorization replaced escalation-driven SOPs. Holiday chaos became a repeatable benchmark. And every location — from Columbus to the Mid-Atlantic — now operates from the same playbook.

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