Case Study: Auntie Anne’s achieves a 9% OSAT lift and stronger employee engagement with InMoment

Don’t Get It Twisted, Auntie Anne’s Employees Also Win at CX

Auntie Anne’s, the franchised pretzel chain built around the purpose “caring for other people,” needed a better way to understand and act on guest feedback. Its prior mystery-shopping approach produced limited, siloed insights and failed to drive employee buy-in, leaving corporate and stores without a clear, shared view of what to improve.

By implementing InMoment’s XI (Experience Improvement) Platform, Auntie Anne’s centralized guest feedback, ranked stores on key metrics, and amplified positive mentions through programs like the Guest Care Wall of Fame and the 20/70 Club. The result: stronger franchise engagement, measurable action on service issues, higher sales and lower turnover — including a reported 9% OSAT increase after the CX program (OSAT rising from 62.8 to 68.1 between 2017 and 2019).

Auntie Anne's

Heather Neary

President