Dunkin' rolls out new customer loyalty program and not everyone is happy about it

KATIE: NEW THIS MORNING, A WALPOLE WOMAN TELLING LOVED ONES IT WOULD BE HER DREAM JOB, WORKING AT DUNKIN’. A FEW WEEKS AGO A FAMILY FRIEND HELPED MAKE THAT DREAM A REALITY. AND NOW SHE’S BRINGING SMILES TO CUSTOMERS AND HER CO-WORKERS ALIKE. AT THE DUNKIN’ DONUTS ON ROUTE ONE IN FOXBORO. >> THANK YOU SO MUCH. >> ONE EMPLOYEE IS SERVING UP COFFEE. AND A SMILE. >> HONESTLY IN MY 20 YEARS, I’VE NEVER SEEN ANYONE SO EXCITED TO COME TO THEIR WORK. KATIE: PAULA MACHADO STARTED THIS JOB ABOUT TWO WEEKS AGO AFTER A CHANCE ENCOUNTER WITH A FAMILY FRIEND. >> SHE TOLD ME IT’S HER DREAM JOB SO I SAID I’M GOING TO GET IT. KATIE: DAYNA ZOLA POSTED ON LINKEDIN ON PAULAS BEHALF AND MINUTES LATER, HEARD FROM DUNKIN OWNER JOHN PRIMPAS WHO OFFERED PAULA AN INTERVIEW FOR A COVETED SPOT AS A CREWMEMBER. HAVE YOU EVER MET ANYONE WHO SAID THEIR DREAM JOB IS TO WORK AT DUNKIN? >> I WISH EVERYONE I INTERVIEWED SAID THAT BECAUSE I’D HAVE A LOT OF EMPLOYEES. BUT I HAVE NOT. NOT IN A LONG TIME. KATIE: PAULA IS NOW WEARING THE UNIFORM PROUDLY. ALL WHILE KEEPING THIS DUNKIN THE CLEANEST AND MOST INVITING ENVIRONMENT FOR IT’S CUSTOMERS. >> PAULA IS A HAPPY, BEAUTIFUL PERSON. SHE IS ALWAYS SMILING. KATIE: AFTER SEVERAL HOURS ON THE JOB, PAULA TOOK A WELL DESERVED BREAK TO SIP SOME COFFEE WITH ME. WHAT KIND DID YOU GET? >> SUGAR AND MILK. KATIE: CHEERS. AND TAKE A FEW SELFIES. CAPTURING THAT BEAMING SMILE. BEFORE IT WAS TIME TO GET BACK TO WORK. SHE IS SO GREAT. ALWAYS SO EXPRESSIVE AND GIVING EVERYBODY HUGS. RHONDELLA: HOW DID SHE LIKE HER COFFEE? KATIE: CREAM AND SUGAR. OR MILK AND SUGAR. I SAID I TAKE

Related video above: Chance encounter leads to woman's dream Dunkin' jobDunkin’ has replaced its old rewards program, DD Perks, with a new program called Dunkin’ Rewards, and it’s not going over well with some customers. “Change is always going to be an adjustment,” Dunkin President Scott Murphy told CNN Business, but touted the new plan’s flexibility, adding “in the long run, Dunkin’ loyalists will benefit even more.” “I’m not going anymore. And I was there 6 days a week. This rewards change has angered me so much I will never again go there,” one user wrote on the Dunkin' Donuts Reddit. So, what are the changes that are dumping grounds in some people’s coffee? First, the good: The new system, Dunkin' Rewards, offers 10 points for every $1 spent, which is up from 5 points for every $1 in the old program, DD Perks. Customers can redeem rewards after 150 points, instead of 200, and use those points not just for a free cup of coffee, but for food items for the first time.“We consistently heard members ask for three things: Flexibility, variety, and recognition,” Murphy told CNN. “We’re excited to deliver this to them through the new program.”Plus, members who visit a Dunkin’ at least 12 times within a calendar month can unlock more points and have access to added benefits, the company said. But, here’s the bad, according to backlash on social media: Under the new system, members need 700 points to get a free cold brew, cold brew with cold foam, Dunkin’ refresher or hot or iced espresso drink, and 900 points for a frozen drink or hot or iced signature latte. With the old DD Perks, members were able to get a free drink -- any drink, including the pricey specialty drinks -- for just 200 points.“As someone who almost exclusively orders cold brew at Dunkin, I find that my free drink goes from 200 points to 700 points. Of course, we all know this new rewards program was done to cut costs. So, a big thank you to Dunkin -- I'll now save $300/month not buying your coffee anymore! Cost cutting successful!” one user wrote on the Dunkin' Donuts Reddit. Not all users are angry about the changes. “Well worth the new app you can get free food now! And the cold brews are priced higher than some other drinks, so yeah, it would be more points to cost. It’s literally (turning) your cash spent into points,” another user wrote on the Dunkin Donuts Reddit.While some users say they're jumping ship to Starbucks, others say they're not impressed with the Seattle coffee giant's program, either. "I got news for you, Starbucks rewards aren't a holy grail either, Dunkin literally is following Starbucks' business plan," one Reddit user wrote. "Starbucks’ reward system isn’t any better, and an equivalent iced coffee costs $2 more on average so I’ll stick with Dunkin personally. Also, they loaded my account with quite a few October freebies, including an iced coffee," another user wrote. Both the old and new Dunkin' programs offer bonus points, special and holiday deals and birthday rewards.

Related video above: Chance encounter leads to woman's dream Dunkin' job

Dunkin’ has replaced its old rewards program, DD Perks, with a new program called Dunkin’ Rewards, and it’s not going over well with some customers.

“Change is always going to be an adjustment,” Dunkin President Scott Murphy told CNN Business, but touted the new plan’s flexibility, adding “in the long run, Dunkin’ loyalists will benefit even more.”

“I’m not going anymore. And I was there 6 days a week. This rewards change has angered me so much I will never again go there,” one user wrote on the Dunkin' Donuts Reddit.

So, what are the changes that are dumping grounds in some people’s coffee?

WCVB

Dunkin Rewards app

First, the good: The new system, , offers 10 points for every $1 spent, which is up from 5 points for every $1 in the old program, . Customers can redeem rewards after 150 points, instead of 200, and use those points not just for a free cup of coffee, but for food items for the first time.

“We consistently heard members ask for three things: Flexibility, variety, and recognition,” Murphy told CNN. “We’re excited to deliver this to them through the new program.”

Plus, members who visit a Dunkin’ at least 12 times within a calendar month can unlock more points and have access to added benefits, the company said.

But, here’s the bad, according to backlash on social media: Under the new system, members need 700 points to get a free cold brew, cold brew with cold foam, Dunkin’ refresher or hot or iced espresso drink, and 900 points for a frozen drink or hot or iced signature latte.

With the old DD Perks, members were able to get a free drink -- any drink, including the pricey specialty drinks -- for just 200 points.

WCVB

Dunkin Rewards points list

“As someone who almost exclusively orders cold brew at Dunkin, I find that my free drink goes from 200 points to 700 points. Of course, we all know this new rewards program was done to cut costs. So, a big thank you to Dunkin -- I'll now save $300/month not buying your coffee anymore! Cost cutting successful!” one user wrote on the Dunkin' Donuts Reddit.

Not all users are angry about the changes.

“Well worth the new app you can get free food now! And the cold brews are priced higher than some other drinks, so yeah, it would be more points to cost. It’s literally (turning) your cash spent into points,” another user wrote on the Dunkin Donuts Reddit.

While some users say they're jumping ship to Starbucks, others say they're not impressed with the Seattle coffee giant's program, either.

"I got news for you, Starbucks rewards aren't a holy grail either, Dunkin literally is following Starbucks' business plan," one Reddit user wrote.

"Starbucks’ reward system isn’t any better, and an equivalent iced coffee costs $2 more on average so I’ll stick with Dunkin personally. Also, they loaded my account with quite a few October freebies, including an iced coffee," another user wrote.

Both the old and new Dunkin' programs offer bonus points, special and holiday deals and birthday rewards.

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