Case Study: The Coffee Club boosts NPS and resolves issues faster with InMoment

The Coffee Club boosts NPS by 20 points with InMoment

The Coffee Club, Australia's largest home-grown café group, faced intense competition in a coffee-centric market. Their challenge was effectively acting on customer feedback, which was hindered by data coming from too many disparate sources. To strengthen its customer experience, The Coffee Club partnered with InMoment.

Using InMoment's Active Listening and Resolve platform, The Coffee Club gained a single view of customer feedback, enabling tailored surveys and faster issue resolution. The solution identified at least 30 at-risk customers monthly and resolved issues two to three days faster. By acting on this richer data, The Coffee Club made locally relevant menu updates, addressed specific pain points like sustainable straws, and increased its Net Promoter Score by 20 points, also driving increased sales.

The Coffee Club