Tuesday, 03 December 2019 07:01

The Coffee Club boosts NPS with help from InMoment


Cafe chain The Coffee Club has seen a 20-point increase in NPS (net promoter score) following its adoption of software from experience intelligent specialist InMoment.

The Coffee Club is Australia's largest home-grown cafe group, with around 450 stores in 11 countries.

InMoment was selected to bring together date that was scattered across multiple systems, including social media platforms.

This comprehensive view helped deliver more consistent experiences to customers by presenting the company and its franchisees with simple access to actionable insights via a live dashboard backed by AI-based analytics.

For example, franchisees have more access to customer feedback, enabling them to issues two to three days faster than before.

"Our goal was to move from gathering fragmented, unreliable data to creating clear, genuine intelligence that delivers real results for our customers," said Steve Hazard, chief operating officer of Minor DKL, which owns The Coffee Cliub.

"We were less interested in scores and more interested in the customer's actual voice and how that could inform changes in the organisation."

Hazard also noted that "For our operating, training, and HR teams, addressing the right service concerns in order of priority in the right regions has been critical.

"And for our product development and marketing teams, we know what we should continue doing well through drivers of experience and dashboards."

InMoment customer experience strategy director Robert Glennon said "The Coffee Club continues to excel beyond other restaurants with its stellar focus on guest experience.

"Their innovation and drive go further than simply knowing what their guests are saying – they are embracing the customer perspective while reducing customer pain points through creating a unified guest experience."


26-27 February 2020 | Hilton Brisbane

Connecting the region’s leading data analytics professionals to drive and inspire your future strategy

Leading the data analytics division has never been easy, but now the challenge is on to remain ahead of the competition and reap the massive rewards as a strategic executive.

Do you want to leverage data governance as an enabler?Are you working at driving AI/ML implementation?

Want to stay abreast of data privacy and AI ethics requirements? Are you working hard to push predictive analytics to the limits?

With so much to keep on top of in such a rapidly changing technology space, collaboration is key to success. You don't need to struggle alone, network and share your struggles as well as your tips for success at CDAO Brisbane.

Discover how your peers have tackled the very same issues you face daily. Network with over 140 of your peers and hear from the leading professionals in your industry. Leverage this community of data and analytics enthusiasts to advance your strategy to the next level.

Download the Agenda to find out more


Stephen Withers

joomla visitors

Stephen Withers is one of Australia¹s most experienced IT journalists, having begun his career in the days of 8-bit 'microcomputers'. He covers the gamut from gadgets to enterprise systems. In previous lives he has been an academic, a systems programmer, an IT support manager, and an online services manager. Stephen holds an honours degree in Management Sciences and a PhD in Industrial and Business Studies.



Recent Comments