At Chobani, we are passionate about all we do. Our products, our people and our consumers' experience are all extremely important to us. When it comes to customer service, our objective is very straightforward: we want Chobani fans to have the best possible experience when enjoying our products, and on the rare occasions when they don't, we want to make sure we correct the issue quickly and in a friendly & personable way, thereby turning potentially negative experiences into memorable positive experiences.
In practice, we strive for consistent excellence. We always have personalized responses to our fans. We don't believe in using anything canned or artificial, whether it comes to our products or our customer service.
The majority of our volume stems from Facebook where our Customer Loyalty Team is responding to both positive and negative comments.
We measure "wins" by the change in sentiment from negative to positive, how many likes our comments are receiving and positive posts under our comments. And of course we are always here to share the love, because we love our fans.
We constantly monitor our social media feeds recording and resolving complaints, as well as sending out coupons to fans. We're open 7 days a week on social, email and on the phone. Our average response time is within the hour. The volume of contacts we respond to is approximately 1,400 weekly and 5,600 monthly.