Case Study: Cinnabon boosts guest experience and up-selling with Reality Based Group mystery shopping

Cinnabon boosts sampling 43% with Reality Based Group

Cinnabon faced the challenge of maintaining consistent, exceptional guest experiences across its bakeries. Their existing monthly mystery shopping program had become viewed as an audit rather than a coaching tool, leading to complacency among franchisees who overlooked detailed feedback. To address this, they partnered with vendor Reality Based Group for an enhanced mystery shopping service.

Reality Based Group's solution increased shop frequency from monthly to weekly and focused on personalizing the guest experience. This shift fostered greater accountability and energized managers to use the reports for coaching. The results were significant: test bakeries saw a 43% increase in offering samples and a 17% increase in up-selling attempts. Due to this measurable success, Cinnabon expanded Reality Based Group's weekly mystery shopping program across all locations.

Cinnabon