Case Study: The Coffee Club increases NPS by 20 points and speeds issue resolution with InMoment

The Coffee Club - Customer Case Study

The Coffee Club, Australia’s largest home‑grown café group with hundreds of locations across Australia, New Zealand and Thailand, relies on customer feedback to stay competitive in a coffee‑obsessed market. However, feedback was coming from many disparate sources, making it difficult to act quickly on complaints, menu preferences and local trends.

TCC partnered with InMoment to unify customer data and deploy Active Listening™ (AI‑driven, adaptive surveys) and Resolve™ case management, enabling tailored feedback collection and faster issue resolution. The single platform helped identify at least 30 at‑risk customers monthly and cut resolution times by 2–3 days, drove locally relevant menu changes, raised NPS by 20 points in a week, increased sales and reduced churn.

The Coffee Club