The 16th annual national survey conducted by brand loyalty and engagement consultancy Brand Keys identifies brands that are best able to engage consumers by meeting or exceeding their expectations, which creates loyal customers. Brand Keys’ Customer Loyalty Engagement Index recognizes the brands that receive the highest loyalty and engagement assessments and surpass competitors for “delighting” customers. In the coffee category, consumer preferences were based on consistently meeting customer expectations for taste, quality, service, and brand value.
“The search for delight by the consumer comes down to a simple equation: understanding customer expectations, their desire for brand value, and packaging the two via the brand and product experience offered to customers. It's that last part that's difficult, and Dunkin' has continued to manage the brand, and the experience to meet customer desires – six years in a row. That the customer is delighted with the brand shows up in both the Brand Keys loyalty metrics and Dunkin’s bottom line,” said Robert Passikoff, founder and president, Brand Keys.
Founded in 1950, Dunkin' Donuts is America's favorite all-day, everyday stop for coffee and baked goods. Dunkin' Donuts is a market leader in the regular/decaf coffee, iced coffee, hot flavored coffee, donut, bagel and muffin categories. Dunkin' Donuts has earned the No. 1 ranking for customer loyalty in the coffee category by Brand Keys for six years running. The company has more than 10,000 restaurants in 32 countries worldwide. In 2010, Dunkin' Donuts' global system-wide sales were $6 billion. Based in Canton, Mass., Dunkin' Donuts is a subsidiary of Dunkin' Brands Group, Inc. (NASDAQ: DNKN). For more information, visit www.DunkinDonuts.com.