Industry News | February 25, 2010

Key to Panera Success? Customer Service

Panera Bread was named to BusinessWeek's 2010 list of top 25 "Customer Service Champs." Panera was one of only two restaurant concepts to be named in the fourth annual listing and was one of eight companies to appear on the list for the first time in 2010.

BusinessWeek recognized the bakery-cafe chain for its attentiveness to the well-being of its associates. Specifically, the company was recognized for keeping associate hours steady during the recession while other restaurants cut back. Additionally, the company was noted for testing a new cash bonus program for hourly workers and for bolstering its long-term management incentives program. The ranking also credited Panera's "happier employees" for creating more repeat customers. This trend helped drive Panera's 9 percent comparable store sales growth in the last two and a half months, despite reports by market researcher NPD Group stating a 4 percent decrease in overall restaurant traffic nationwide.

"This award validates our long-held belief that our associates and their ability to deliver superior customer service are the ultimate points of differentiation in the Panera experience," says Ron Shaich, Panera's chairman and CEO. "We're pleased that our associates are receiving the credit they deserve for the exceptional customer experience they provide daily in 1,380 bakery-cafes across the country."


Cafe 1567 in Madison, WI, is an absolutely wonderful place to come regularly for morning coffee. I haven't been able to access your regular customer survey which allows for comments.This morning I was greeted by Jessica, Laura, Tyell, Theresa, and Casee.The team, without exception, is gracious and friendly. I am warmly welcomed every time I come in.Please pass on my thanks to the team; though I hope they already know how much I appreciate everybody.Jean Pfeifer

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