Tell Dunkin – Get a Free Donut – Dunkin survey

 In the fast-paced, hyper-competitive world of quick service restaurants, staying ahead of the curve is no easy feat. Consumer preferences are constantly evolving, technology is rapidly transforming the customer experience, and the competitive landscape is more crowded than ever before.

For a legacy brand like Dunkin', navigating these dynamic market forces requires a relentless focus on understanding and anticipating the needs of its customers. And at the heart of this customer-centric approach is a powerful tool - the Tell Dunkin Tell Dunkin' customer feedback survey.

"The Tell DunkinTell Dunkin' survey is our secret weapon for driving continuous innovation and improvements across our business," said Rachel Meltzer-Paul, Dunkin's Vice President of Consumer Insights. "By giving our customers a direct line to share their feedback, ideas, and pain points, we're able to uncover invaluable insights that inform every facet of our strategic decision-making."

Launched over a decade ago, the Tell Dunkin' survey has become an integral part of the brand's DNA. What started as a simple post-transaction questionnaire has evolved into a multi-faceted voice of the customer program that gathers feedback through various touchpoints, including in-store intercepts, digital surveys, and targeted outreach campaigns.

Through a combination of quantitative metrics and open-ended questions, the survey delves deep into the customer experience, covering everything from product quality and ordering efficiency to brand perceptions and loyalty drivers.

"We don't just look at overall satisfaction scores - we really dissect the granular details to understand what's working well and where we have opportunities for improvement," explained Meltzer-Paul. "Our goal is to uncover the root causes behind any customercustomer pain points so we can develop the right solutions."

And it's not just Dunkin's corporate team that taps into the survey insights. The company's network of franchise owners and general managers also have direct access to the data, empowering them to make more informed, localized decisions.

"Our franchise partners are on the frontlines, interacting with customers every single day," said Meltzer-Paul. "By giving them visibility into the survey findings, we're enabling them to identify and address pain points specific to their market or even their individual store."

One of the ways Dunkin' leverages the Tell Dunkin' survey is by using it as an early warning system for emerging consumer trends and preferences. By analyzing the open-ended feedback sections, the company is often able to detect incremental shifts in customer behavior long before they hit the mainstream.

"The survey data gives us an unparalleled window into the evolving needs and desires of our customers," said Meltzer-Paul. "We can spot rising interest in areas like plant-based proteins or mobile ordering functionality, and then use those insights to thoughtfully craft innovative new products and services."

A prime example of this is Dunkin's successful launch of the Beyond Sausage sandwich in 2019. By closely monitoring feedback from the Tell Dunkin' survey, the company recognized the growing consumer demand for meatless breakfast options well before many of its competitors.

"We didn't wait for alternative proteins to become a full-blown trend - we got ahead of the curve by listening to the signals in our customer data," explained Meltzer-Paul. "That allowed us to develop and launch the Beyond Sausage sandwich at the perfect time to capitalize on that emerging consumer preference."

But the Tell Dunkin' survey doesn't just inform product innovation - it also plays a crucial role in shaping the company's operational and customer experience strategies. By analyzing feedback on elements like speed of service, order accuracy, and in-store cleanliness, Dunkin' is able to identify specific pain points and invest in targeted improvements.

"Our customers expect a consistently great experience, no matter which Dunkin' location they visit," said Meltzer-Paul. "The survey data gives us the insights we need to address any inconsistencies or inefficiencies across our network, whether it's a training gap for our crew members or an issue with our equipment and technology systems."

One area where the Tell Dunkin' survey has had a particularly significant impact is in the company's digital transformation efforts. By closely monitoring customer feedback on the ease of use, speed, and reliability of its mobile app and online ordering platforms, Dunkin' has been able to continuously optimize the digital experience.

"Our customers expect a frictionless, seamless experience, whether they're ordering in-store or through our mobile app," explained Meltzer-Paul. "The survey data allows us to identify pain points, test potential solutions, and make iterative improvements that keep our digital capabilities best-in-class."

Looking ahead, Dunkin' plans to further enhance the Tell Dunkin' survey by incorporating more personalized and contextual elements. This could include tailoring the survey questions based on a customer's individual purchase history, loyalty program status, or even their geographic location.

"We want to create a survey experience that feels truly personalized and relevant to each individual customer," said Meltzer-Paul. "By leveraging the rich data we have on our customers, we can ask more targeted questions and uncover insights that are directly actionable for our business."

Ultimately, the Tell Dunkin' survey has become a strategic pillar of the company's customer-centric approach, serving as a direct line of communication between the brand and its loyal patrons. As Dunkin' continues to navigate the rapidly evolving quick service landscape, you can be sure that the voice of the customer will remain at the heart of its decision-making process.

"At the end of the day, our customers are the lifeblood of our business, and their feedback is the North Star that guides all of our efforts," said Meltzer-Paul. "The Tell Dunkin' survey is a critical tool in our arsenal, helping us to stay nimble, innovative, and laser-focused on delivering an exceptional experience for every single customer, every single time."