Duration: 45 min

Customer Experience
Net Promoter Score

Almost 50 years ago, two brothers made it their mission to make great tasting coffee a part of everyday life. Starting by selling their exclusive ‘Mocha Italia’ blend to high end retailers to opening London’s first coffee shop, over the years their dream became a reality and Costa has now been the nation’s favorite coffee shop for the past 10 years running! Their consumers are very much at the heart of Costa and listening to their feedback to continuously make improvements to ensure the next cup is even better is all part of the success.

Watch this webinar with Costa Coffee to learn:

  • Best practices and helpful tips for starting a consumer insights program
  • How to tie NPS to value driven realizations in a retail environment
  • Long term benefits of ongoing insights for products, service, and operations and how to turn insights into action for executive interaction


Holly Stevenson
Senior Insight Executive
Costa Coffee

Holly Steveson is part of the global insight team at Costa Coffee where they ensure the consumer is put at the heart of everything they do around the world. As part of her focus areas, Holly leads Costa’s CX programs, Listen & Learn. In the UK the Listen & Learn program is a valuable tool that gives their consumers the opportunity to feedback to Costa on their experiences and is used to inform marketing, sales and operational decisions.


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