Blank Street joined us back in November, delighting everyone with their delicious treats. With their exciting menu and aesthetically pleasing cafes, it’s no surprise their popularity continues to rise – but how is your feedback helping them to improve?
Over the past 5 months, we’ve seen an amazing boost in Blank Street’s scores, reflecting a stronger connection with their customers. Here, we can see the progress of asking for a guest’s name:
Back in January, this step scored 82.8%, but after just a couple of months of Mystery Visits, it shot up to 95.8%. On its own, this might seem like a small detail - but it plays a key role in the customer experience. By asking for a guest’s name, staff can call this out when the order is ready, rather than just the drink name. This not only adds a personal touch but also helps customers feel confident they’re picking up the right order. Over the course of five months, this change led to a 23% improvement in calling out both the customer’s name and drink - showing the real impact of this simple service step.
We also saw a good increase for the parting comments, which improved by 15.7% since January. This adds to the friendly feeling of a store, so is a great step for us to be measuring.
Introducing these service steps has contributed to a rise in Blank Street’s ‘Net Promoter Score’ - a key measure of customer satisfaction, loyalty, and likelihood to recommend the brand. This improvement wouldn’t have been possible without you. Your feedback has played a meaningful role in shaping Blank Street’s success, and continues to be a valuable part of their story.
