The Coffee Club needed a platform that would aggregate all of its customer feedback data to identify guest pain points. With InMoment, The Coffee Club has found a partner that helps it increase satisfaction and retain customers with tailored surveys, greater context into customer stories, and insight into the root cause of key issues.
- Increased end-to-end visibility of complaints for all regions, allowing franchisees to effectively reach out to dissatisfied customers and resolve issues
- Identifies at least 30 at-risk customers each month and empowers employees to resolve issues 2-3 days faster
- Customizes menu updates based on customer preference, upping NPS by 20 points and increasing sales