Dive Brief:
- Dave & Buster’s is investing in “comprehensive training programs” designed to improve the customer experience and drive higher customer satisfaction, CEO Tarun Lal said on a Q4 2025 earnings call Tuesday.
- The restaurant chain will pair employee investments with metrics focused on service standards, including greeting customers within one minute and getting their drinks within four minutes, according to Lal. Coaching and performance management strategies will support these efforts.
- “We've also significantly strengthened our leadership team and are prioritizing our field operations and culture, because we know that exceptional execution and guest experience will lead to improved traffic and sales,” Lal said on the call.
Dive Insight:
Dave & Buster’s plans on improving its employee experience to drive a better experience for its customers.
“By fostering a collaborative culture that receives strong support from our shared services center, we're reducing turnover, enhancing engagement and creating an environment where our people and our brand can truly thrive,” Lal said.
Dave & Buster’s is revamping its labor model for better optimized staffing and simplifying operational processes, according to Lal. It will also introduce leadership development tools and programs for its support and field teams to improve retention and internal mobility.
The company will unify its company culture across the Dave & Buster’s and Main Event, the company's family-focused concept, as part of its efforts, Lal said. “We want our teams to know that we are walking the talk on the fundamental truth that our guest experience can never exceed our team member experience.”
The other half of Dave & Buster’s CX plan is investing in new games, which the company had shied away from in recent years, according to Lal. The company has looked into what customers are saying and found they want more games and immersive experiences.
Better service and game experiences could drive growth for Dave & Buster’s, but while the company has slowed its losses since fiscal 2024, its sales are still on the decline. Comparable restaurant sales fell 3.3% year over year in the fourth quarter of 2025, according to an earnings release. Revenue fell 0.9% year over year to $529.6 million.
