Success Story
Dunkin is an international restaurant chain that sells coffee and donuts and is present in Chile with 113 premises. The number of stores grew 20% in 2022.
Challenge
Previously, they had a QR survey system with a very low response rate adopted from the USA.
They were looking for:
- Substantially increase in the amount of responses with physical collectors.
- Being able to evaluate the level of service delivered by their workers.
- To be able to reduce the level of variance in the experience between the different stores of the country.
- Install physical collectors with an easy questionnaire to answer in places of high visibility in each of the stores.
Solution
The amount of responses in stores increased more than 500%, which gave them more critical mass to do more and better analysis.
They were able to understand the success of the premises (E.G.: Attention, food, environment, cleaning, speed). They have improved service levels.
Even the CX survey was included as an internal process management tool and in the store staff remuneration plan.
