A match made in coffee heaven!
Aiming to be one of the most customer-connected brands, The Coffee Club (TCC) needed a partner who could work with them to aggregate all of it’s customer feedback across their 300+ stores in Australia, New Zealand and Thailand.
By introducing tailored surveys, greater context into customer stories, and insights into the root cause of key issues, TCC has been able to increase satisfaction and retail customers.
Download the case study to learn how TCC:
- Increased end-to-end visibility of complaints for all regions, allowing franchisees to effectively reach out to dissatisfied customers and resolve issues
- Identified at last 30 at-risk customers each month and how they empowered employees to resolve issues 2 – 3 days faster
- Customised menu updates based on customer preferences, increasing NPS by 20 points and boosting sales