Caribou Coffee, the nation’s second-largest coffeehouse chain, was recognized as a J.D. Power and Associates 2011 Customer Service Champion. Caribou is one of only 40 companies to be recognized with the award this year, and the only specialty coffee company.
To qualify for inclusion on the list, brands had to excel within their own industries, in addition to standing out among more than 800 brands in 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 like 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.
