Case Study: Krispy Kreme achieves stronger in-store and drive-thru customer experiences with Second To None

Krispy Kreme boosts store audits twice monthly with Second To None

Krispy Kreme, a global doughnut shop chain, partnered with the vendor Second To None to maintain its strength as a public company. Their challenge was to ensure exceptional product quality in presentation, freshness, and taste, alongside quick, friendly, and helpful customer service across its many U.S. stores.

Second To None deployed mystery shoppers into all company-owned and franchise locations twice monthly during peak hours to assess in-store and drive-thru performance. The program provided detailed monthly data and analytics, which identified high-impact opportunities to improve customer loyalty. This allowed Krispy Kreme to target specific stores and service areas for coaching and action planning.

Krispy Kreme