Caribou Coffee® Receives Customer Service Honor by J.D. Power and Associates
March 23 2011 - 12:17PM
Business Wire
Caribou Coffee, the nation’s second-largest coffeehouse chain,
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 this elite 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,” said 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 explained. “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, Caribou has every intention to maintain, and
exceed, their 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,” concluded Miles.
About Caribou CoffeeCaribou Coffee Company, Inc., founded
in 1992 and headquartered in Minneapolis, Minnesota, is the
second-largest company-owned premium coffeehouse operator in the
United States, based on the number of coffeehouses. As of January
14, 2011, Caribou Coffee had 408 company-owned coffeehouses and 132
franchised and licensed locations. Caribou Coffee offers its
customers premium coffee and handcrafted espresso-based beverages,
as well as specialty teas, baked goods, oatmeal, breakfast
sandwiches, whole bean coffee, branded merchandise and other coffee
lifestyle items. In addition, Caribou Coffee sells products to
grocery stores, mass merchandisers, club stores, foodservice
providers, hotels, entertainment venues and e-commerce channels.
Caribou Coffee is working toward 100 percent Rainforest Alliance
Certification for all of its coffees by the end of 2011, ensuring
coffee is sourced using social, economic and environmentally
sustainable practices. For more information, visit the Caribou
Coffee website at cariboucoffee.com.
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