For over a decade, Heavenly Desserts has been delighting customers with their exquisite, high-quality desserts. With more than 50 locations across the UK and ambitious plans for international expansion, their mission is clear: to create unforgettable dessert experiences that bring joy to every guest.
Having proudly partnered with Heavenly Desserts for the past six years, we’ve had the privilege of witnessing firsthand how their commitment to personalised guest experiences sets them apart in the highly competitive dessert industry. Through a bespoke and tailored mystery shopping program, we work with their teams to consistently deliver exceptional service, enhancing the overall Heavenly Desserts experience for each and every customer.
Recently, our team members, Josie and Lucy from Proinsight, visited the Heavenly Desserts Liverpool location, where they met with Area Manager Warren Smith. This visit provided an opportunity to explore the diverse menu offerings and marked the launch of our new brunch-focused mystery shopping program. By working closely with our shoppers, we ensure an exceptional guest experience by mapping the entire customer journey and offering direct, actionable feedback to Heavenly Desserts.
Warren shared how, when Heavenly Desserts first partnered with Proinsight, they set an ambitious NPS (Net Promoter Score) target of +60. Six years later, we’re thrilled to report that they’ve surpassed this goal, achieving an impressive NPS score of +80. This remarkable improvement highlights the tangible impact our mystery shopping and customer journey mapping insights have had on their business. The company’s ability to act on customer feedback demonstrates their commitment to not only meeting but exceeding expectations, ensuring their guests receive exceptional service every time.
Customer Journey Mapping: A Key to Business Growth
As we move into an increasingly challenging economic climate, understanding your customers and crafting a journey that truly adds value is crucial to driving sustained growth. Customer journey mapping is a vital component of any successful UX strategy, helping businesses identify pain points and opportunities for improvement, while ensuring their customers’ needs are met at every touchpoint.
If you’re eager to gain real, actionable insights into how your customers feel and interact with your brand, Proinsight is here to help. Get in touch with us today to explore how tailored customer journey consultations can elevate your business and ensure an outstanding customer experience.
