Improving Retention and Compliance for Dunkin'
The Challenge
- High Turnover Costs: Annual turnover routinely exceeded 150%, creating significant recruiting, onboarding, and training expenses for franchise operators.
- Low Training Participation: Nearly 75% of employees were not completing required safety training, increasing operational risk and preventable workplace incidents.
- Limited Visibility: Franchise operators lacked meaningful data around employee engagement, making it difficult to identify issues or measure improvement.
The Solution
The pilot delivered measurable improvements in retention, training completion, and employee satisfaction, proving that recognition could drive meaningful business outcomes. Based on the program’s success, Dunkin’ expanded the initiative from 53 pilot locations to more than 10,000 locations nationwide, creating a scalable framework for employee engagement, training, and recognition across the entire franchise system.
Project Timeline
12 months from pilot to nationwide launch
- Phase 1: Six-month pilot across 53 locations
- Phase 2: Six-month approval and rollout process culminating in deployment across 10,000+ Dunkin’ locations nationwide
Pilot Impact
reduction in turnover costs for fully engaged stores
increase in safety training completions
average increase in overall employee satisfaction
The Result
The pilot exceeded expectations, delivering measurable business outcomes while providing franchise operators with clear visibility into employee engagement and performance. Based on the success of the program, Dunkin’ expanded the initiative from 53 locations to more than 10,000 locations nationwide, validating the impact of recognition as a driver of operational performance.
“We’ve been able to see a dramatic drop in turnover numbers and our employee satisfaction scores go through the roof.”
– CEO, Cadete Enterprises
“Having that incentive through the Cheers To You program gave them that extra incentive to get it done.”
– Restaurant Manager
“I’ve seen firsthand that when employees get their points, they are so excited.”
– Multi Unit Manager
“It’s definitely the best choice you can make for your crew.”
– Restaurant Manager
“What are you waiting for? Let’s go. It’s a no brainer.”
– Director of Operations
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