One chain of more than 260 stores has outperformed its competitors to be named the Coffee Shop of the Year.
The Roy Morgan 2016 annual Customer Satisfaction Awards ceremony, now in its sixth year, has awarded the title to Muffin Break.
Owned by Foodco Group, Muffin Break has beaten competition from McCafe, Gloria Jeans, Coffee Club, Starbucks Coffee, Michel’s Patisserie, Hudsons, and Donut King.
The winning chain consistently scored higher than competing brands in every month of 2016.
Natalie Brennan, Muffin Break head of corporate brand support, said “We are thrilled to be recognised by such a trusted figure in the retail space and be recognised for our focus on customers’ needs in every part of our business.
“I believe much of our success lies in reflection of the investment into our new customer 360 Program, which includes ongoing store specific training both online and in-store, mystery shopping and staff incentives.”
In 2016 Foodco Group introduced its Centre of Retail Excellence an innovative state of the art training facility open for all franchisees. The facility consists of a retail outlet (open to the public) as well as a coffee training room, training kitchen and a classroom environment.
Franchisees attend for three weeks as part of their initial induction to learn first hand practical skills of food preparation, coffee making and Foodco business systems to support in creating a profitable store.
The program is a recognised accredited Certificate 3 in Hospitality so franchisees are able to gain a qualification on completion.
Brennan said the training, combined with franchisees’ passion, is a key factor in the brand’s success.
Serge Infanti, managing director of Foodco Group, said,“It’s important to never become complacent. Competition is fierce and customer expectation in the cafe niche is increasing at a rapid rate, its critical we ensure we remain vigilant, adaptive and responsive.
“I’m confident that the strength of our support systems and infrastructure will ensure we bring the innovation and relevance necessary for us to remain a significant QSR player in the future. “
Last year the business released a rewards app offering customers the opportunity to go card-less for loyalty and announced a national strategic partnership with Croc’s playcentres.
The Muffin Break brand now has more than 300 retail outlets in three countries. Plans for domestic growth for 2017 include 10 new stores in Australia and an additional two in New Zealand.
Infanti added,“Retail today is as competitive as I’ve seen in my 25 years in this industry. Through our state of the art training facility and programs, I’m absolutely committed to providing the tools necessary to enable our business partners to excel in their businesses and provide the very best customer experience.”