Cases Café Royal

Delivering an excellent online ordering experience

To evaluate the performance of our web shop, we use Hello Customer to capture feedback at different stages of the online customer journey. This helps us to guarantee a qualitative customer experience at each interaction point.
Matthieu Bonelli
Customer Experience Project Lead
Industry Food production & E-commerce
Full case study

4 pages

Café Royal's challenges

Café Royal are part of Delica/Migros, which is the largest retail company in Switzerland. Café Royal have been active online with a B2C online shop since 2018. They want to know how their customers perceive the full process of ordering online until delivery, in order to optimize their ordering process and better respond to customer needs.

Their challenges:

  1. Café Royal did not collect enough customer feedback and data, making it difficult to know if they were investing in the right things for the customer.

  2. Café Royal wants to dispatch feedback as much as possible in the organization, all the way to the CEO. They want to make sure that everyone is doing their part to improve the customer experience.

  3. Café Royal wants to collect offline customer feedback as they also sell their products in supermarkets. They want to offer a consistent customer experience both online and offline.
Thanks to a high feedback response rate of 40% we discovered the true pain points of our customers after only one month. We started a project to improve our online ordering process to make our customers even happier with the delivery of their orders.
Matthieu Bonelli
Customer Experience Project Lead

Get to know how

✔️Café Royal can pin point exactly where to improve processes thanks to combining customer feedback with operational data

✔️Café Royal obtained actionable business insights by achieving a higher response rate

✔️Café Royal knows what drives their business and can deliver quality service at every touchpoint thanks to insights from customer feedback

1954 Founded
15000 Tons of coffee roasted yearly
40% Response rate to open feedback
550 Employees
550 billion Cups of coffee sold worldwide each year
2,7% Increased revenue
355 million € Total revenue

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