Pulse Beta Trial
A survey of 300 customers was conducted to measure driving business performance that shape customer experience.
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100 Kids (8-12 years old)
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100 Teens (13-17 years old)
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100 Adults 18+
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Balance of gender
Survey Flow
Demographics
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First, Last Name
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Age
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Gender
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Location (State)
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Email
Survey Prompts
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Overall Liking
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Store Atmosphere
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Quality of Service
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Quality of Ingredients
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Frequency of Visit
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Likelihood of Return
Findings
n=300, 9-Point Scale
Great sign!
A strong overall score indicates Carmine's is performing well from location, service, and product.
Area of Focus
Immediate improvements to Atmosphere and Service will be included in Carmine's Action Plan.
Major Reveal
The 7.76 Overall Liking score (above) reveals Frequent Customers are delighted!
Infrequent or New Customers is an area of focus that will drive future business.
Clarity Intensifies
Customers who are Unlikley to Return have a 6.0/9 Overall Liking.
Customers who Might Return are 7.06.
Customers who will Definitely Return are 8.4.
Open-Ended Verbatims: "Might Return"
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"The music was too loud, but the ice cream was decent."
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"Not very impressed. The service was slow."
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"The chocolate chip was decent, but the atmosphere was loud."
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"Decent, but the staff seemed stressed."
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"The chocolate was good, but the line was a bit long."
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"The place smelled like cleaning products."
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"The ice cream was okay, but the seating area was cramped."
Action Plan
Move Maybes to Will Return
Immediate Action
3-5 Days
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Add an additional server
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Lower volume of music
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Clean tables with scentless cleaner after every seating.
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Slightly increase portion sizes.
Intermediate Action
2-4 Weeks
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Rotate Staff Stations: Server -> Cashier -> Clean-up
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Consider adding a 2nd Cashier (increased traffic)
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Innovate 2 small batch Bold Flavor Offerings.
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Standardize staff training and oversight.
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Informal note of portion sizes.
Long-Term Action
3-4 Months
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Incorporate Staff Evaluations and Feedback.
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Create solutions for seating area: thin stand up counter (remove 2 sit down tables).
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Reformulation mini-study of core flavors: slightly intensify flavoring + cost + liking score.
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Loyalty Rewards Program 10 cones = free cone.
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Cultivate a parking improvement strategy plan.