Tell Dunkin – Get a Free Donut – Dunkin survey

One of the key ways Dunkin' leverages the survey data is by identifying emerging customer trends and preferences. The open-ended feedback sections of the survey often uncover insights that go beyond just evaluating existing products and services.

For example, through the Tell Dunkin' survey, the company was able to detect rising consumer interest in plant-based and alternative protein options long before they became mainstream. This allowed Dunkin' to get ahead of the curve and develop the successful Beyond Sausage sandwich well before many of its competitors.

"The survey data gives us an early warning system for detecting new consumer trends," explained Meltzer-Paul. "We can spot the incremental shifts in customer preferences and use that information to thoughtfully craft product innovations that align with their evolving needs."

Beyond just product development, the Tell Dunkin' survey also informs the company's operational and customer experience strategies. By analyzing feedback on elements like speed of service, order accuracy, and in-store cleanliness, the Dunkin' team is able to identify specific pain points and invest in targeted improvements.

"We don't just look at the overall satisfaction scores - we dig deeper into the granular details to uncover the root causes of any customer frustrations," said Meltzer-Paul. "Is it an issue with our technology systems? A training gap for our crew? Or perhaps a problem with our store layouts? The survey data gives us the insights we need to address the right problems."

One example of how Dunkin' has used the Tell Dunkin' survey to enhance the customer experience is in the realm of digital ordering and mobile app functionality. By closely monitoring feedback on the ease of use, speed, and reliability of their digital ordering platforms, the company has been able to continually optimize the user experience and keep pace with evolving customer expectations.

"Our customers expect a frictionless, seamless experience, whether they're ordering in-store or through our mobile app," said Meltzer-Paul. "The Tell Dunkin' survey allows us to identify pain points, test potential solutions, and make iterative improvements that keep our digital ordering capabilities best-in-class."

Looking ahead, Dunkin' plans to further enhance the Tell Dunkin' survey by incorporating more personalized and contextual elements. This could include tailoring the survey questions based on a customer's individual purchase history, loyalty program status, or even their geographic location.

"We want to create a survey experience that feels truly personalized and relevant to each individual customer,"

 explained Meltzer-Paul. "By leveraging the rich data we have on our customers, we can ask more targeted questions and uncover insights that are truly actionable for our business."

Ultimately, the Tell Dunkin' survey has become a strategic

 pillar of the company's customer-centric approach, serving as a direct line of communication between the brand and its loyal patrons. As Dunkin' continues to evolve and innovate, you can be sure that the voice of the customer will remain at the heart of its decision-making process.