Muffin Break awarded Coffee Shop of the Month twice in a row

By Sarah Stowe | 25 Nov 2020 View comments

A double-scoop of customer love has given Australian owned and operated franchise business ​Muffin Break two award wins in two months.

Muffin Break was named the Roy Morgan ​2020 Coffee Shop of the Month for May and June 2020.

The award celebrates the best in customer service, with feedback gained through personal interviews of tens of thousands of consumers around Australia.

Natalie Brennan, the cafe chain’s general manager told Inside Franchise Business,“We are extremely proud to be recognised for our excellence in Customer Service, by such an experienced and respected company, especially during such a challenging year. Customer satisfaction has always been and will continue to be our number one priority.”

Nationally accredited training programs are delivered to Muffin Break employees in a range of formats.

Natalie said “We have sought out and developed new training techniques and technology by way of Artificial Intelligence including Virtual Reality realms, gamification, Quick Response (QR) codes and holograms to introduce into training for an exciting training experience and to help our franchisees and their teams deliver exceptional customer service.”

Throughout 2020, the chain has constantly pivoted to adapt to the ever-changing situation, and the new customer shopping and purchasing habits. Naturally customer safety concerns have been a priority. 

Muffin Break has been recognised with numerous awards throughout its 31-year history, including winning the Roy Morgan Coffee Shop of the Year award, two years in a row over 2016 and 2017 and more recently, the 2020 recipient of a Gold Asia-Pacific Stevie Award for its Innovation in Sustainability. 

Roy Morgan has more 75 years’ experience in collecting objective, independent information on consumers and it provides analysis for clients to better understand how to improve customer satisfaction and the expectations of their customers.