BASECAMP REWARDS CUSTOMER SURVEY
Submitted: November 10, 2024
Customer ID: BC-5543

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

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

It's fine. I like that it exists. The physical card is convenient since I don't always have my phone on me. Staff are generally helpful when I have questions.

What could we improve?

The app has some issues. It logged me out randomly and I couldn't figure out how to get back in for a week. The password reset emails took forever to arrive. Eventually Sarah at the counter just manually looked up my account and added my points from a receipt I'd saved.

I also think the expiration policy should be communicated better. I knew about it because I actually read the terms and conditions (I know, I'm that person), but I've heard other customers complaining that they didn't know. You should tell people when they sign up. Like really clearly. Not buried in fine print.

The redemption options are okay but a bit limited. More variety would be nice - maybe partner with local bakeries for special redemption options?

Any additional comments?

It's a decent program but feels a bit half-baked (sorry). The bones are there, just needs some refinement.

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DEMOGRAPHIC INFO
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Visit frequency: 3-4 times per week
Typical purchase: Drip coffee ($3.50)
Member since: August 2024
