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Case Study for LeBoulanger CHALLENGE In order to stay ahead of the intense competition within the fast casual segment, Le Boulanger needed to gauge the customer experience and utilize the data to optimize the guest experience, identify training gaps to improve employee performance and drive guest loyalty. SOLUTION Partnering with PerformanceScope, Le Boulanger successfully rolled out the Guest Excellence program to measure and quantify guest experiences. Le Boulanger was able to track which elements of the guest experience made a positive impact on guests and increased their likelihood to return and become loyal customers. Le Boulanger has also been able to apply Guest Excellence results to decrease their overall kitchen cost which has lead to significant savings. SUMMARY Le Boulanger is the Bay Area’s premier bakery café and offers a wide variety of award-winning breads and pastries, as well as freshly prepared soups, salads and sandwiches. Le Boulanger is a family-owned business whose baking has won numerous awards for its San Francisco sourdough and 20 varieties of other breads and pastries. One of few remaining family-owned and operated businesses, it started on the principals of a family baking tradition. With 18 locations, Le Boulanger continues to thrive by offering its guests an outstanding commitment to a premier guest experience. Today Le Boulanger operates three successful divisions of the company: retail, wholesale, and catering. Le Boulanger’s retail business continues to flourish as it recently opened its latest location at the new domestic terminal of the San Jose International Airport (SJC). Le Boulanger catering continues to fuel the creative minds driving the dot.com industry, providing fresh coffee and sandwiches to countless executive board meetings at businesses throughout the Silicon Valley. Le Boulanger's wholesale division bakes for country clubs, chain restaurants, colleges, caterers, business and industrial foodservice caterers, airports, stadiums, sports arenas, hotels, independent restaurants, delis and more. Due to their growth and guest appeal, Le Boulanger sought an expert in the measurement of the guest experience to help drive guest affinity. “There were a few companies that we could have chosen to work with, but PerformanceScope’s Guest Excellence program was best suited for our needs because it really targeted the fast casual segment and spoke our language,” says Jeff Brunello, of Le Boulanger. Le Boulanger was looking to better connect with customers and wanted direct contact whenever possible. “We wanted to know what our guests thought was working in our locations and what could be improved,” offers Brunello. “Anything we can do to set us apart from our competitors and invest in driving our guests back to our locations was an initiative we were willing to undertake and see through over the long term,” adds Brunello. With a proud and time-honored history spanning 88 years, Le Boulanger is proud to exceed expectations in customer satisfaction and firmly holds its place as the Bay Area’s premier bakery/café.

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