Corner Bakery Cafe Significantly Improves Customer Understanding

Corner Bakery Cafe is more committed than ever to delivering top-quality service to each of its 25 million annual guests.  Their “one guest at a time” philosophy illustrates their desire to provide guests with a relaxing, comfortable hangout offering food and friendship at each of their more than 115 locations.

To build a detailed and quantifiable understanding of its customers’ needs, wants and perceptions of Corner Bakery Cafe, the company turned to SMG.  They launched a program to evaluate and steadily improve customer satisfaction.

Benchmark Database

A pivotal element for Corner Bakery Cafe is SMG’s benchmark database, which compares the customer satisfaction scores of multiple clients in the same industry.  Corner Bakery Cafe found its early scores to be an eye-opening and measurable opportunity to set quantifiable goals to work toward, focusing on changes that would help them rise in the rankings.

Elements of Influence

SMG helped Corner Bakery Cafe prioritize its attention on the operational elements that make the greatest impact on guests’ perceptions.  These insights enabled the organization to implement process changes that please customers and fuel performance improvements.

“We were able to attack a wide variety of areas in a very targeted way, and as these scores went up, perceptions of overall value went up.”
- Jim Vinz, President & COO, Corner Bakery Cafe