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Subway to add new menu items to improve customer experience

Upgrades to Subway’s stores and app will go live on July 13

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Photo (c) Tuckraider - Getty Images
Subway is adding new menu items and upgrading its mobile app in an effort to draw customers back. 

The upgrades are part of an overhaul the sandwich chain is calling “The Eat Fresh Refresh.” As part of its push to improve the customer experience, Subway will be making the digital ordering experience simpler and more intuitive for customers and adding a number of new menu items. 

Additionally, “Subway Delivery '' will become available in select areas. Customers will be able to place delivery orders through the retailer’s mobile app and at Subway.com. 

"Subway has been serving freshly made, customizable and better-for-you sandwiches for more than 50 years, and we wanted to give our guests more new and improved flavors," said Trevor Haynes, president, North America at Subway.  "Our new culinary team is delivering monumental updates to the entire core menu. The Eat Fresh Refresh makes Subway better than ever with freshly made, craveable and delicious sandwiches to excite new and returning customers."  

More than 20 menu updates 

On July 13, Subway will unveil more than 20 menu updates. The updates will include 11 new and improved ingredients, six all-new or returning sandwiches, four revamped signature sandwiches, and two new fresh-baked breads (Artisan Italian and Hearty Multigrain). 

The day before the changes go live, Subway will be asking customers to “take a break from eating their favorite sub.” More than 10,000 of the chain’s U.S. locations will close at 6 p.m. on July 12 to give employees time to get ready for the Eat Fresh Refresh launch. 

Subways says restaurants will get “design refinements and remodels” along with employees that are “ready to serve the new menu and offer an improved restaurant experience.” 

Once Subway’s doors reopen on July 13, customers will have a chance to get a free sub. 

“When restaurants open on July 13, Subway will give away up to one million free subs from 10:00 am – noon local time,” the company said. “Guests can visit any participating Subway Restaurant and get a free six-inch new Turkey Cali Fresh sub upon request.”

Consistent experience

Subway said the enhancements are intended to provide a consistent experience across all locations. In recent years, customers have said some of the retailer’s locations offer better experiences than others. 

In a review posted to ConsumerAffairs, Patty, of Hurricane, W. Va., said not all Subway locations offer the same stellar service as her local Subway. 

“Polite employees, large variety menu, fresh ingredients, reasonable prices. Subway also regularly introduces new and seasonal items, often as special value prices,” she wrote. “Not all Subway restaurants are equal in quality, however, my local one is exceptional.” 

Subway says it has further updates planned for the fall. 

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