Pret A Manger
Project Overview
Objective
Redesign Pret’s subscription model to address customer dissatisfaction while boosting retention.
Key Issues Identified:
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37% of subscribers felt drinks were “bad value”
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Negative brand perception (subscription felt like a “chore”)
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Long queues & drink unavailability (esp. on campuses)
Research Insights
From 6 interviews & 122 survey responses:
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Pain Points:
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“Hostile atmosphere” from customers rushing to redeem 5 daily drinks
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No differentiated treatment for loyal members
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Data Trends:
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Negative correlation (-0.76) between subscription use and experience ratings
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52% demanded flexible tiers (vs. rigid £30/month plan)
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Strategic Framework
Applied the Wheel of Loyalty to:
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Reduce Churn Drivers: Address queue times, drink availability, perceived value
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Build Bonds: Tiered subscriptions + points system for customization
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Enhance Foundation: Reintroduce campus programs with student-friendly pricing
Proposed Solution
Expected Impact
Tiered Subscription Model:
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Essentials (£10): 1 drink/day (off-peak)
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Boost (£20): 2 drinks/day (off-peak)
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Premium (£30): 3 drinks/day + 20% off food
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VIP (£40): 4 drinks/day + meal deals
Points System: Non-subscribers earn free trials; subscribers unlock higher tiers
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Queue Time: Reduced by 40% (fewer redemptions per user)
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Perceived Value: Improved via flexible pricing (WTP gap closed)
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Campus Engagement: 60% of students expressed interest in revived program