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Case Study

At your service

Our mystery diners gave this quirky casual-dining brand the insight it needed to perfect its customer experience.

 

The challenge:

The casual-dining concept is a flourishing, fast-changing environment, and it’s harder than ever to create distinction and retain customers. However, by staying true to its eclectic roots, The Cosy Club has managed to carve out a niche for itself across a range of cities and towns. However, as they’ve expanded, monitoring and maintaining service standards has become tricky.

Known for providing great service in gorgeous surroundings, it is essential that Cosy Club know without doubt that they are living up to customer expectations.

Our insight:

The Cosy Club’s owners are rigorous about training their staff to deliver the unique, welcoming brand experience that’s proved so popular with their customers since the very beginning. So, Insight created a bespoke mystery dining programme to test the effectiveness of this training – and to discover whether the customer experience was consistent across their many venues.

Established in

2010

No. of sites

22

The outcome:

Our targeted reporting picked out precise areas where staff could improve, enabling The Cosy Club to make specific, practical changes to its training programme. It also allowed for different operational standards to be measured against other branches. Our targeted reporting has been so successful that the Loungers Group (which The Cosy Club is a part of) has received recognition for training excellence at the MA250 industry awards.

“Service is central to The Cosy Club experience, but when you’re rapidly expanding you could easily take your eye off the ball. It’s a huge source of reassurance to have Insight’s mystery diners dropping by unexpectedly – checking up on us, knowing exactly what to look for and reporting it in a way that lets us pinpoint problem areas.”

Jake Bishop, Operations Director and Co-Founder

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