Research Presentation on Customer Satisfaction at Second Cup
Presentation Sequence:In
trod
ucti
onCoffee Industry in Canada
Intr
oduc
tionAbout
Second Cup
Step
1
Problem Identification
Step
2Research Design St
ep 3 Sampling
Plan Step
4Questionnaire St
ep 5Data
Collection
Step
6 Analysis of data St
ep 7 Findings
*This was a team effort
Coffee Industry in Canada
About Second Cup
• Establishment : 1975
• Largest speciality coffee retailer
• Presence : 300 cafes
• Mission : Quality and Innovation
• Coffee purchase technique
Problem Identification
Marketing Problem:
To increase number of footfalls to Second Cup at Centennial College Progress Campus
Research Objective:
To determine students preferred food joint at Centennial College
• Focus Group Research
Research Design &Sampling Plan
• Online Research
• Primary Research
Focus Group Analysis
• To identify key attributes related to Second Cup
• No. of people in group : 5
• Venue : Centennial College – Progress Campus
• Identified key attributes
• Price• Quality• Innovation• Experience• Product offering• Promotion• Convenience
Questionnaire
Questionnaire
Questionnaire
Questionnaire
Online Survey :Data Collection & Analysis
• No. of samples surveyed : 40
• Source : Survey Monkey
• Findings
• Price• Quality• Experience• Product offering• Convenience
• Type of study: Descriptive Study
• Sampling Design: Probability Design
• Statistical Design: Preplanned design for analysis
• Observational Analysis: Structured
Research Design - Primary Research
Data Collection Primary Research
• Location : Centennial College – Progress Campus
• No. of samples surveyed : 26
• Profile of samples : Students and Faculty
In the last 6 months, have you visited to Second Cup at Centennial Campus ?
Which of the following coffee shops have you visited at campus ?
In a typical week, about how much money (CAD), do you spend on coffee shops at the campus?
In a typical week, about how many times do you visit Second Cup?
In the past 30 days, which of the following food products have you purchased from Second Cup? (Please select all that apply.)
Overall, how satisfied are you with Second Cup?
How likely is it that you would recommend Second Cup to a friend or colleague?
How would you rate the quality of the product?
How would you rate the value for money of the product?
How likely are you to purchase any of products again?
How well do our products meet your needs?
At Centennial College you are a (tick one below)
Are you a International or Domestic Student (Tick One)
• Analysis tool used : Survey Monkey
• Findings of qualitative analysis
• Over –priced
• Great experience
• Quality
• Taste
• Recommendation
Analysis of Primary Research
Recommendation
• Improving Menu Options
• Offering Loyalty Card for exclusive students , which address premium pricing
• Offer Self Checking Kiosk Machine
• Create Express Kiosk at other locations
