Muffin Break Wins Canstar Blue 2016!
Muffin Break has beaten 10 other coffee shop chains in New Zealand to win the 2016 Award for Most Satisfied Customers according to research agency Canstar Blue.
Canstar Blue website rates customer satisfaction across a wide range of products and services to help consumers make better purchase decisions.
The survey is conducted on Canstar Blue’s behalf by Colmar Brunton Australia across a representative sample of 2,500 New Zealand consumers and is based on 1,782 user responses.
Muffin Break achieved 5-star customer satisfaction across five of the seven variables surveyed in the coffee shop chains category – customer service, quality of food, loyalty programme and consistency across stores, as well as overall satisfaction.
Naturally Muffin Break marketing manager for Australia and New Zealand Gemma Fitzsimons is wearing a broad smile nowadays. She says a lot of work has gone in to refining the customer service experience in Muffin Break cafes.
“Through our 360 Customer Satisfaction programme we have reached out to more than 900 staff and franchisees emphasising the value of good customer service.” Facets of the programme include a keynote presentation from a customer service expert, workshops, a tool kit for franchisees and the development of a Customer Service Promise.
New customer service training modules have been launched through the company’s online training platform and field consultants have been conducting workshops with team members at each Muffin Break bakery café. The 360 Customer Satisfaction programme at Muffin Break kicked off in July 2015.
“It’s a fantastic result and a tribute to the hard work that goes on right across the Muffin Break franchise,” Ms Fitzsimons says. “Kiwis love their cafés and know how to rate them so to take the top award at Canstar is an excellent endorsement for our brand and what we offer.”
The independent results are freely available to consumers via the Canstar Blue website (http://www.canstarblue.co.nz/food-drink/coffee-shop-chains/).