Customer Service At Dunkin Donut

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Recommended: Importance of customer service conclusion

Customer Service = Key to Success
As a service business, DNKN heavily relies on positive personal experiences. Exceptional customer service is one of DNKN’s competitive advantages. A key to customer satisfaction is employee wellbeing and satisfaction (Class Notes). Unfortunately, only 50% of Dunkin’ Donut employees would recommend working at the company to a friend. In comparison, Starbucks is 80% (Glassdoor, 2018). With unhappy employees, DNKN runs the risk of decreased productivity, tainted brand reputation, and decreased company loyalty. Being that part of DNKN’s mission is to “provide our guest, the elegant service and unforgettable experience to meet their expectations in every single visit,” it is paramount to their competitiveness that they hire for attitude, train for skill, and retain talented employees (Taylor, 2017).

Contrary to low employee satisfaction numbers, over the past 10 years, Brand Keys has ranked DNKN a top brand for consumer engagement in the out-of-home coffee category (Dunkin’ Donuts, 2018a). DNKN also leads the packaged coffee category in customer loyalty for the fourth year in a row. Brand Keys identifies companies which successfully engage consumers by meeting or exceeding their expectations, which in turn creates loyal …show more content…

Environmentally, they have shown proactive responses to customers desire for healthier food options and a greater focus on recyclables. While this does not prove profitability in the future, adapting to changing environments does show DNKN is a good investment for a longer term horizon. Lastly, in regards to leadership, actions taken by top leadership are symmetric to the overall objectives, mission, and vision of the company. Additionally, with an innovative marketing team, proven to out maneuver and champion new techniques in comparison to competitors, DNKN is poised for

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