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Costa - Case study

We first opened our 80-seater Costa Coffee in Milton Keynes Hospital in 2017. We are proud to be Costa’s largest franchise partner in hospitals operating over 80 Costa cafes and can guarantee you the best Costa
experience, from the nation’s number one coffee brand - as voted 13 years in a row.

Initially the trial is available to staff only and will enable time precious staff to place an order via the Costa Coffee app, for delivery to one of the pickup locations around the hospital - meaning they don’t have to move far around the hospital for a quick, much needed caffeine fix or a bite to eat to keep their energy up!

Exclusive to One Retail in addition to the innovative initiatives we deliver first to market, we are continuously working to ensure we provide the absolute best service to hard-working NHS staff. This same stand out service is our mission to deliver to all customers, who can also choose the best way to be served by our caring Costa team;

Sit in to relax, rest and recharge in a familiar environment away from the hustle and bustle of the hospital. Perhaps catch up with a colleague, a loved one or just some alone time.

Utilise Click & Collect through the app, which now accounts for more than 10% of hospital orders, reducing queue and drink waiting time for these customers. This is really popular in our Costa coffee units that open 24 hours a day.

Screen Self ordering for those comfortable to use the technology in store. Over 20% of orders are now placed this way, demonstrating there is a need for customers wanting to order on demand with easy to use digital screens.

Or the good old-fashioned way, by placing your order face-to-face with our team waiting to serve you once you have perused the Digital menu boards which drive a 7-10% upside in spend through cross selling and regular promo updates.

However you choose to use the trusted and loved Costa onsite, you will always be guaranteed loyalty through the app so that for every 8 drinks you buy, you get 1 free….