BASECAMP REWARDS CUSTOMER SURVEY
Submitted: November 8, 2024
Customer ID: BC-7231

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RATING QUESTIONS (1-5 scale)
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1. Overall satisfaction with Basecamp Rewards: 2
2. Ease of earning points: 2
3. Value of redemption options: 2
4. App experience: 1
5. Staff helpfulness with program questions: 2
6. Likelihood to recommend to a friend: 2

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OPEN-ENDED RESPONSES
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What do you like most about Basecamp Rewards?

I like the concept. Free coffee is always nice.

What could we improve?

Where do I start? First, the points earning rate is stingy. I spend $6-7 every visit and get what, 6 points? I need 150 points for a free drink? That's 25 visits! My old coffee shop gave me every 10th drink free. This is worse math.

Second, my points expired without warning. I had 89 points and they just vanished. Apparently there's a 60-day expiration policy? Nobody told me that when I signed up. That's not a loyalty program, that's a points trap.

Third, the app doesn't work half the time. I've given up on it.

Fourth, the staff at the Eastside location had no idea how to help me when my points disappeared. They just said "contact support" and handed me a card with an email address.

Any additional comments?

I'm reconsidering whether to keep coming here. The coffee is good but this program left a bad taste in my mouth (pun intended).

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DEMOGRAPHIC INFO
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Visit frequency: 2-3 times per week
Typical purchase: Large cold brew + muffin ($9.25)
Member since: September 2024
