Case Study: Starbucks achieves more five-star customer experiences with Second To None

Starbucks boosts revenue 12-16% with Second To None

Starbucks needed a partner to administer a high-end, comprehensive customer evaluation program for 6,000 locations quarterly, after previous vendors failed to meet their requirements. They turned to vendor Second To None to implement a mystery shopping program to measure their service against the goal of providing five-star, legendary customer experiences.

Second To None implemented a mystery shopping solution with custom analytics and reporting, aligning Starbucks' brand strategy to the customer experience. The results included a large improvement in speed of service and a 12-16% year-over-year revenue increase at stores that moved to "exceptional" status. The program delivered over 500,000 evaluations and revealed best practices that drove significant performance impacts.

Starbucks