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Hospitality
International

Waves Coffee House

The Waves Coffee House franchise, founded in 2005 in downtown Vancouver, British Columbia, is known amongst Canadians for the incomparable taste of its freshly brewed coffee, its warm and appealing environment, and its excellent customer service. Waves is a place to connect: less in the digital sense and more in the face to face sense. Its customer base is laid-back, open for innovation (Waves was the first coffee shop ever to use an in-store Bitcoin ATM), and extremely satisfied as can be seen in the company’s rapid expansion. Today, there are over 30 Waves Cafés in Canada – with many more to come.

Upgrading customer service company-wide

The Waves Coffee House required Feedbackstr’s services to maintain and meet company-wide operational and customer service standards. Besides, the company aimed to gather customer feedback to identify room for improvement in each of their shops, ideally increasing profits by giving them the data they need to specifically focus their effort and time on the exact areas that matter to customers.

An innovative approach

To provide Waves with the foundation it needed to reach its goals as quickly as possible, Feedbackstr developed a marketing strategy with innovative elements to grab customers’ attention and engage them to participate in the company-wide customer satisfaction measurement. Posters, signs, flyers, and a digital feedback terminal were used to collect customer opinions, providing coffee drinkers with an array of communication channels. Exclusive Feedbackstr benchmark tools visualized KPIs and trends in real-time to simplify performance tracking for busy Waves’ managers.

Introduction of new products

According to the array of results, Waves has received, customers acknowledge and appreciate that the coffee house began conducting its large-scale customer satisfaction survey. The large majority of responses are highly positive, but include the exact constructive criticism the company needs to improve. Thanks to the easy-to-use Feedbackstr system, costs spent in the operational department were reduced significantly, and the process used to introduce new products, such as seasonal beverages, was made much more efficient due to the customer feedback they received. An increase in profit and overall customer satisfaction was recorded in the company results, ultimately achieving their initial goals.

Key Facts

  • 34 stores
  • Award for "Hottest Brand in Canada" (2008)
  • "Best of Brands" of over 1500 coffee distributors

Challenges

  • Optimization and maintenance of company wide standards
  • Identification of potential for improvement in individual coffee shops
  • Collection of data that leads to improved efficiency and time savings

Spectos Solution

  • Multichannel-measurements for customer satisfaction
  • Posters, signs, flyers, digital feedback system
  • Spectos Hospitality Cockpit which visualizes KPIs and trends
  • Continuous insights into performance of each shop and overarching benchmarking
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