Drive Bakery Growth with Customer Feedback

A well-designed online survey and timely customer feedback are key for bakery chains to retain customers and grow. Last year, U.S. chain Crumble & Co (12 locations) faced a problem: 30% of customers complained about stale pastries, but it had no way to track issues by store. In-person feedback was messy, and fixes were slow. After using SurveyMars, its survey tools turned feedback into solutions, lifting satisfaction by 40%.

Survey Tool for Satisfaction Surveys

Before, Crumble & Co had no systematic way to measure happiness. It launched a satisfaction survey via SurveyMars’ survey tool: a 5-question online survey (pastry freshness, staff friendliness, recommendation likelihood) on receipts. Customers got a free cookie for completing it, and in a month, 2,000+ responses rolled in—revealing one store had 50% more freshness complaints. SurveyMars’ dashboard let managers view location-specific data to target fixes fast.

Customer Survey to Update Seasonal Menu

Crumble & Co feared picking unpopular flavors for its seasonal menu. It ran a customer survey through SurveyMars: the online survey listed 8 potential items (matcha croissants, salted caramel tarts, etc.) for customers to rank. The survey tool auto-calculated results, with matcha croissants and raspberry scones as top choices. When launched, these two items boosted weekly sales by 25%, and repeat customers who tried them rose by 35%.

Act on Customer Feedback to Fix Service Gaps

From its online survey, Crumble & Co saw customers waited over 10 minutes during morning rush. It used SurveyMars to send a follow-up customer survey, asking how to speed up orders. Feedback pointed to adding a pre-order kiosk—so the chain installed them in 5 stores. Wait times dropped by 60%, and morning rush sales increased by 20%.

Crumble & Co turned vague feedback into action. Stale pastry complaints fell by 55%, menu hits rose, and service improved. For bakery chains, online surveys and customer feedback aren’t just data—they’re growth drivers, and SurveyMars makes that process simple.