Case Study: Coffee Fellows strengthens customer loyalty with Spectos GmbH

Coffee Fellows - Customer Case Study

Coffee Fellows, a Munich-based café and restaurant franchise with over 200 locations, wanted to strengthen customer loyalty by launching a general customer satisfaction survey across its stores. Spectos GmbH was brought in to help create and promote the survey, with the initial rollout starting in four cafés and the main challenge being to convince management of the survey’s quality and customer appeal.

Spectos GmbH implemented a multichannel customer satisfaction measurement approach using table cards with QR codes, flyers at the cashier counter, a webpage, and social media to invite guests to participate. The campaign generated a high volume of responses, helping Coffee Fellows identify service weak points, adapt to customer trends, and benchmark its growing network of coffee houses; the results supported a more innovative, customer-oriented brand image and stronger customer satisfaction overall.

Coffee Fellows