Caribou Coffee was recognized as a J.D. Power and Associates 2011 Customer Service Champion—one of only 40 companies, and the only specialty coffee company, to be awarded this distinction this year.
To qualify for inclusion on the list, brands had to excel within their own industries, in addition to standing out among more than 800 brands in more than 20 industries selected by J.D. Power. Performance in five key areas was considered, including people, presentation, process, product, and price.
“We want to be more than a coffeehouse to guests. At Caribou Coffee, we strive to be the community place that people love, with a service experience that feeds the soul,” says Darren Miles, senior director of operations for Caribou Coffee. “The guest is what’s most important to us, and making them feel they had a rewarding experience is how we provide exceptional guest service.”
The J.D. Power special report identifying the Customer Service Champions, “Achieving Excellence in Customer Service,” is based on customer feedback gathered from U.S. J.D. Power studies conducted between 2000 and 2010. The Customer Service Champion designation is based on data from studies conducted in 2010.
Caribou Coffee continuously administers its own comprehensive guest surveys, to ensure high service standards are being met and help improve guests’ everyday experiences. As part of this evaluation, the company also assesses team member connection and satisfaction, believing that superior guest service begins with team members who enjoy their work.
“Our team members are with our guests daily, listening to what they want and providing an outstanding experience for them. They provide that connection that makes a trip to Caribou Coffee about more than the product they’re purchasing,” Miles says. “We want our team members to feel empowered as part of that experience and want to recognize and reward them for helping us bring our mission to life across the counter each day.”
Going forward, the company says it has every intention to maintain, and exceed, its excellence in guest service.
“Exceptional guest service has always been a part of our culture at Caribou. This is a wonderful opportunity for us to refresh our focus and stand out even further,” Miles says.