Dunkin’ Donuts marks a decade of distinction for providing guests with a superior customer experience, as the 2016 Brand Keys Customer Loyalty Index recognizes Dunkin’ Donuts as a top brand for consumer engagement in the out-of-home coffee category. This is the tenth consecutive year Dunkin’ Donuts has earned this honor. Dunkin’ Donuts also leads the packaged coffee category in customer loyalty for the fourth year in a row.
The 20th annual national survey conducted by brand loyalty and engagement consultancy Brand Keys identifies brands that are best able to engage consumers by meeting or exceeding their expectations, which creates loyal customers. Brand Keys’ Customer Loyalty Engagement Index recognizes the brands that receive the highest loyalty and engagement assessments and surpass competitors for “delighting” customers. In the coffee restaurant and packaged coffee categories, consumer preferences were based on consistently meeting customer expectations for taste, quality, service, and brand value.
According to Chris Fuqua, vice president of Dunkin’ Donuts brand marketing and global consumer insights and product innovation. “Our guests are loyal to Dunkin' Donuts because of the many ways we work to give them an unsurpassed guest experience. We make our entire menu available all day, and offer our guests more than 25,000 different ways to customize their favorite coffee any way they like it. We’ve launched digital technologies like mobile ordering and delivery that make it even more convenient for people to run on Dunkin’, and we continue to grow our DD Perks Rewards program. On behalf of our dedicated Dunkin’ Donuts’ franchisees and crew members who consistently provide our guests with fast and friendly service all day long, we are honored to be recognized by Brand Keys for customer loyalty for the 10th year in a row.”
“Dunkin’ Donuts has earned a No. 1 ranking in customer loyalty and engagement for 10 years in a row in an increasingly competitive category. Clearly its quality products and consistent service are contributing to a recipe for long-term success,” says Robert Passikoff, president of Brand Keys.