Finale Case Study
04/17/2014
1a.
Based on the report from 98 responses, majority of customers visit Finale occasionally.
41% of the interviewees visit Finale once a year. Only 2% of them visit Finale more than
once a week. Customers go to Finale mainly for dessert. Less than half of them order
beverage and meals during visits. More than half of the interviewees’ overall experience at
Finale is extremely satisfied and they are extremely likely to return to Finale. The average
value of overall experience and likelihood of returning to Finale are 9.03 and 9.29 out of
10. Majority of customers are extremely satisfied with the service they received,
cleanliness/ appearance of the caf, and the food and beverage selection. The average value
is 9.19, 9.21 and 8.86 out of 10 respectively.
The two factors that encourage customers to visit Finale more often are dessert and prices.
Customers are looking for better dessert and lower prices. The reason that makes
customers satisfied with Finale is delicious dessert. 73% of the interviewees are extremely
likely to recommend Finale to a friend. Average Net Promoter Score for Finale is 67%.
Overall, interviewees are extremely satisfied with Finale during visits such as cleanliness
and food and beverage. However, they do not often come to Finale. Most of them come
less then once a quarter or month. This is because the dessert from Finale is delicious, but
the prices are too high for some of the customers and less of variety. Last but not least,
