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Comparing customer reviews of coffee shop chains to improve CX

In the hospitality and food industry, public reviews left by customers have the power to influence everything – from brand reputation, to credibility, growth of customer base and of course revenue.

When it comes to restaurants, cafés and catering, a customer’s review will largely depend on two things: quality of food and experience.

We wanted to explore the latter, and discover how popular coffee shop chains and their customer service teams can leverage review data to improve the service their customer-facing teams provide.