Guests: Our Initiatives
OUR MENU: NUTRITION, INNOVATION AND COMMUNICATION
We understand the importance of balanced nutrition and are committed to offering our guests menu items that include a variety of nutritious and great tasting food and
We’re all about Balanced Choices
We believe in offering our guests balanced choices and therefore offer a wide variety of menu items to choose from. We strive to provide better-for-you options in each of our
beverage and food categories.
Some of these products are outlined in the chart below:
Better-for-You Menu Offerings
To find out more about how Tim Hortons products fit into a healthy lifestyle please click here
New better-for-you menu additions for 2012:
- Flatbread breakfast sandwich launched in the U.S. market as another lower fat alternative to the breakfast biscuit.
Available in multigrain and maple.
- Chicken minis represent a smaller portion to our regular-size chicken sandwich options.
- Lasagna casserole was added as an entrée with 10g fat and 670mg sodium per 10oz portion (Oct 2011).
- Panini sandwiches are prepared with preservative-free bread and a multigrain option is available.
- Frozen lemonade was specially formulated to be free from artificial flavours and colours.
Offering products that fit into a healthy lifestyle is something that is important to Tim Hortons. Our research and development team is continuously testing and developing products to meet the changing needs of our guests. See below for a timeline of some
of the healthy product launches and innovative nutrition communication initiatives we have executed in Canada and
This product/communication initiative is only available in some regions.
Nutrition is an important focus for our research and development team. All products in development are reviewed for, and must meet our standards related to, allergens, trans fats and sodium. In addition to our own internal nutrition standards, we constantly monitor regulatory and nutrition issues to provide guests with improved food and beverage products, often before regulations are enacted. For example, we were in compliance with the voluntary guidelines suggested by the Canadian Trans Fat Task Force three years in advance of its June 2009 deadline.
Finally, we calculate nutrition information for all our finished Tim Hortons products using the information provided by suppliers. Laboratory verification for accuracy is also performed. In addition to nutrition, it is important to remember that in developing new products, we have to balance a number of other important factors. Such factors include food safety, quality and taste, ingredient availability, preparation times, and cost.
We’re Transparent about Nutrition
We are transparent about nutrition and are committed to providing guests with the information required to make healthy lifestyle choices. Nutritional information is available to our guests through:
In-Store Nutrition Guide
- We update our Nutrition Guide annually and it is mandatory for the Nutrition Guide to be displayed in each restaurant.
In 2012, we printed almost 1.4 million copies of our Nutrition Guide for our Canadian and U.S. restaurants.
- Our Nutrition Guide is also printed on the back of all of our tray liners.
Optional In-Restaurant “Healthful Hints” and “Good to Go” Posters
“Timmy Me” Mobile App
Toll-Free Guest Services Number/Email
- Launched in 2011, this app allows guests to calculate nutrition information directly on their mobile device
- In 2012, a QR Code was added to printed nutrition guides and entrance door welcome signs.
- Guests can call our Guest Services line at 1 (888) 601-1616 to ask nutrition-related questions. Each Guest Services Representative is trained to
answer general nutrition and allergy questions, and can provide ingredient lists.
- For guests requiring more in-depth nutritional information or with special dietary needs beyond the scope of available information, individuals with
professional nutrition training are available for further assistance. These individuals do not provide dietary advice to treat illness/disease that should be
provided by a medical professional; however, they can answer more in-depth questions.
- In 2012, we administered a survey to our guests to gauge their satisfaction with the nutrition information provided both online and in restaurant, in order to
create opportunities to improve the delivery of this information in the future.
- A Breakfast Value menu was communicated to guests in the U.S. in January 2012 and in Canada in November including a calorie message. All products included in the value
menu contained less than 300 calories each.
We’re Committed to Your Safety
The health and safety of our guests is of utmost importance to us. That is why we have comprehensive policies and training programs regarding allergens for our Restaurant
Owners and Team Members. Restaurant Owners and Team Members learn about the importance of handling allergens through new product training guides, food safety manuals and
employee handbooks, and an allergy poster specifically designed to remind our Team Members about key allergen-related processes and policies. We also aim to provide our guests
with clear information about allergens. An allergen alert message is present on our new Welcome signs displayed on restaurant entrance doors and at our drive-thrus.
Additionally, guests can download an Allergy Chart
from our website.
Our Sodium Reduction Initiative
Sodium reduction is one of our key nutrition initiatives and we are committed to reducing sodium across our menu. In 2012, we further reduced sodium in our soups and hot bowls. See below for our sodium reduction charts.
(mg of sodium/10oz portion)
(mg of sodium/10oz portion)
|Split Pea with Ham
|Cream of Broccoli
|Hearty Potato Bacon
|Creamy Field Mushroom
|Cream of Asparagus
|Tomato with Whole Grain Pasta
(mg of sodium/ 10oz portion)
(mg of sodium/10oz portion)
|Beef Lasagna Casserole
At Tim Hortons, our guests are our number one priority. We strive to provide a hospitable and welcoming experience that exceeds our guests’ expectations each and every time they visit our restaurants.
Our commitment to the guest experience is a collaborative effort between our restaurants and our corporate offices. We recognize that our guests are looking for friendly, accurate and fast service, regardless of who they contact.
At the Corporate level, Tim Hortons has a team dedicated solely to the development and execution of Hospitality Programs across the chain. Some examples of these programs are:
- Guest First Program
- Random Cups of Kindness – a guest appreciation initiative
- Tim Cup Challenge – a national service competition
Our restaurants engage in these programs that help their Team Members keep their commitment to hospitality front and centre. These and other programs are designed to allow our restaurant teams to stay motivated and inspired in delivering exceptional service.
We Value Our Guests’ Feedback!
There are a variety of ways guests can contact us about their experience with us. Our Restaurant Owners continue to work hard to earn guest loyalty every day by delivering
fast, friendly service and fresh quality products at great value. We encourage all of our guests to reach out to their local restaurant to provide feedback about
We also encourage our guests to get in touch with us at our corporate offices by telephone, email, mail and fax and, more recently, social media. Our front-line Guest
Services Associates have the tools, support and training to quickly understand and work to resolve guest concerns.
We strive to attend to every request and inquiry in a fast, efficient and professional manner. We receive more than 130,000 guest comments annually by email, phone, mail
or fax. Feedback from our guests includes Nutritional Enquiries, Product Ideas and Personal Experiences. Of these, 85% are resolved with our guests during their
Together with our Restaurant Owners, we challenge ourselves every day to create moments that make the difference between a satisfied guest and a delighted guest who is truly loyal.
If you would like to provide us with some feedback, please contact us using the options available here
Just wanted to comment that I — LOVE — the nutrition calculator on your website, and wish all companies would offer the same type of thing. I’ve recently started
tracking what I eat, and your website made it super easy. Lots of other companies don’t offer nutrition information for their products, and if they do, make it
challenging to calculate. Thank you.
I am concerned about the throw away coffee cups from all coffee shops and just checked your website as I had heard that Tim Hortons is recycling these.
THANK YOU for starting this program. I will definitely buy a coffee here rather than another coffee shop that doesn’t recycle these cups! (Or I will bring in my
travel mug) Way to go Tim Hortons!!!!
Today I decided to visit the drive thru for some drinks for myself and two children and of course some Timbits. When I arrived at the counter I was told that I received
a ‘random cup of kindness’ and did not have to pay for my purchase. I just want you to know how much it was appreciated. In a world that can sometimes
be filled with rudeness and unpleasantness – It was a wonderful. The best part about it was the fact that my children were able to witness the thoughtful act
of kindness. Your act will help us remember to pay it forward. P.S the Timbits were delicious!!!
Thank you very much for your quick response and attention to my email. Likewise, thanks for the generous act of sending a replacement. Whoever said that customer service
is dead has never had a situation handled with the excellence displayed here by Tim Hortons. Again, thank you…
Just wanted to thank you for bringing out a healthy breakfast sandwich option. The egg white breakfast sandwich is delicious and it’s wonderful knowing that on
those mornings where you’re rushed, that I can get something healthy now. Appreciate it!!!! :)
Kudos to you for making animal welfare a part of your corporate plan! We are very pleased and proud to hear this.
Food Safety at Tim Hortons
At Tim Hortons, food safety includes the systems and standard operating procedures that are carried out on a daily basis, throughout all areas of our restaurants, to protect
Our goal is that safe food be provided to each and every guest, every day.
Our restaurant Food Safety Plan has been formally in place for many years and our cross-functional corporate teams work diligently every day so that food safety is integrated into the development of our products and operational procedures before they are introduced to the restaurants. Every new Restaurant Owner, District Manager and Restaurant Opening Team Member goes through our food safety training and is certified before opening a restaurant. Since our Food Safety Program is so well established across the chain, our focus is on re-certification which is required every five years or more often, depending on local legislation. We also support food safety by striving for optimal restaurant design and equipment selection to find the right tools to encourage the right behaviours.
Our corporate employees maintain professional designations as Certified Public Health Inspectors and Certified Professionals in Food Safety.
Restaurant Food Safety Audits
Our Food Safety Audit (FSA) program and Standards Guide allow us to maintain our high food safety standards across our chain of restaurants. Our District Managers aim to perform food safety audits at each of our 4,200 restaurants at least once every six-month period. Additionally, our Quality Assurance team reviews our Food Safety Audit program and the Food Safety Standards Guide. We also issue a monthly newsletter to Restaurant Owners and Team Members to actively communicate Food Safety topics and leading issues.
The FSA program incorporates compliance with our internal Food Safety Standards as well as health department standards and regulatory law. Areas of particular focus include food handler hygiene and practices such as hand washing, time and temperature control, receiving, storage, equipment sanitation and facilities maintenance,
as well as ongoing food safety training of Team Members within our restaurants. 100% of our North American restaurants open for one full year received a food safety audit between September 2011 and August 2012.
Supplier Food Safety Audits
In addition to our restaurants, we also work with our suppliers so that they meet our high standards of food safety. In 2012, our Quality Assurance Auditors completed 100% of scheduled onsite food safety and quality assurance audits for our North American supply base.
Food Safety Education and Training
Since 1996, we have offered Food Safety education classes. Within Tim Hortons, corporate employees who directly influence restaurant operations and restaurant management teams are required to maintain up-to-date food safety certifications.
We use nationally recognized food safety education programs that are customized for our business and are delivered by established Corporate Food Safety trainers. Our current Food Safety education classes include TrainCan’s (Advanced.fst and/or Basics) Food safety course and the National Restaurant Association Educational Foundation’s (NRAEF) ServSafe® course for Canadian and American participants, respectively. Participants are required to pass an independently marked exam to meet certification requirements. Corporate Food Safety trainers are also required to meet the qualification criteria set forth by TrainCan or NRAEF in order to become registered instructors.
Health Department Inspection Program
We are proactive in our monitoring and communicating with health authorities across North America. If a standard increases in one area, we typically adopt this higher, more
protective standard across the chain.
We currently employ Certified Health Inspectors as part of our Quality Assurance team, who monitor and address significant concerns on inspection reports. Our Food Safety teams provide
guidance and education and work with the District Managers and restaurant management teams to resolve all significant issues immediately.