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Pulse Beta Trial

Carmine's Logo.png

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)

  • 100 Teens (13-17 years old)

  • 100 Adults 18+

  • Balance of gender

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Survey Flow
Demographics

  • First, Last Name

  • Age

  • Gender

  • Location (State)

  • Email

Survey Prompts

  • Overall Liking 

  • Store Atmosphere

  • Quality of Service

  • Quality of Ingredients

  • Frequency of Visit

  • Likelihood of Return

Findings

n=300, 9-Point Scale

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Great sign!

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A strong overall score indicates Carmine's is performing well from location, service, and product.

Area of Focus​

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Immediate improvements to Atmosphere and Service will be included in Carmine's Action Plan.

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Major Reveal​

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The 7.76 Overall Liking score (above) reveals Frequent Customers are delighted!  

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Infrequent or New Customers is an area of focus that will drive future business. 

Clarity Intensifies​

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Customers who are Unlikley to Return have a 6.0/9 Overall Liking. 

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Customers who Might Return are 7.06. 

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Customers who will Definitely Return are 8.4.  

Open-Ended Verbatims: "Might Return"

  • "The music was too loud, but the ice cream was decent."

  • "Not very impressed. The service was slow."​

  • "The chocolate chip was decent, but the atmosphere was loud."

  • "Decent, but the staff seemed stressed."

  • "The chocolate was good, but the line was a bit long."

  • "The place smelled like cleaning products."

  • "The ice cream was okay, but the seating area was cramped."

Action Plan
Move Maybes to Will Return
Immediate Action

3-5 Days

  • Add an additional server

  • Lower volume of music

  • Clean tables with scentless cleaner after every seating.

  • Slightly increase portion sizes.

Intermediate Action

2-4 Weeks

  • Rotate Staff Stations: Server -> Cashier -> Clean-up

  • Consider adding a 2nd Cashier (increased traffic)

  • Innovate 2 small batch Bold Flavor Offerings. 

  • Standardize staff training and oversight.

  • Informal note of portion sizes.

Long-Term Action

3-4 Months

  • Incorporate Staff Evaluations and Feedback.

  • Create solutions for seating area: thin stand up counter (remove 2 sit down tables).

  • Reformulation mini-study of core flavors: slightly intensify flavoring + cost + liking score. 

  • Loyalty Rewards Program 10 cones = free cone. 

  • Cultivate a parking improvement strategy plan.

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