The Cosy Club

Our mystery diners are helping one of the UK’s fastest expanding casual dining concepts know exactly where to improve service.

What: Quirky, trendy casual drinking and dining venues
Where: UK-wide

Project facts:

Established in 2010 by The Loungers Group, which recently celebrated their 100th site opening on 10th May 2017. 18 of these sites are Cosy Club branches.

Challenge

The casual dining concept is flourishing across the UK. It’s a fast-changing environment with regular new players – making it incredibly tough to create distinction and retain customers. By staying true to their quirky roots, Cosy Club has done this well – carving a real niche in varied cities and towns. Yet as they’ve expanded, monitoring and maintaining service standards has been a challenge.

Insight

The owners are rigorous about training staff to deliver that unique Cosy Club experience. Insight Consumer created a bespoke mystery dining programme to test the effectiveness of this training – whether the customer experience was consistent and unique.

Outcome

Our targeted reporting highlights precise areas for improvement, enabling them to make very specific changes to their training programme. It also allows for different operational standards to be measured against other branches. In fact, such has been the success that they’ve recently increased the frequency of reporting. The Loungers Group have also received recognition for training excellence at the MA250 industry awards.

Service is central to the Cosy Club experience, but when you’re rapidly expanding you could easily take your eye off the ball. It’s a huge source of reassurance to have Insight’s mystery diners dropping by unexpectedly – checking up on us, knowing exactly what to look for and reporting it in a way that lets us to pinpoint problem areas.” – Jake BishopOperations Director and Co-Founder

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