2013 Sustainability and Responsibility Report

Guests: Our Initiatives



At Tim Hortons, we believe in providing our guests with balanced choices and providing a hospitable and welcoming overall experience. Please see below for more information on our key initiatives.

 

 

Nutrition

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 beverage choices.

We’re All about Balanced Choices

We believe in giving 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 2013

  • Gluten-Free Coconut Macaroon formulated for our guests requiring a gluten-free diet.
  • New Orange Tangerine Smoothie launched in Canada contains one serving of fruit (½ cup daily serving recommended in Canadian dietary guidelines).
  • We updated our smoothie recipe to include low-fat yogurt, which is a source of calcium, in medium and large sizes.
  • Flatbread Breakfast Panini launched in the Canadian market as another lower-fat alternative to the breakfast biscuit. Available in multigrain and maple (in select regions).
  • Beef Lasagna Casserole, an entrée with 10 g fat and 670 mg sodium per 10 oz portion, was re-introduced in October 2013.
  • Our Turkey Sausage Breakfast Sandwich was introduced in late 2013. Guests can choose a lighter breakfast option (under 300 calories) by ordering an Egg White Sandwich on an English Muffin.
Did You Know?
In 2013 alone, we introduced more than 17 million servings of fruit to our guests’ diets through our Fruit Smoothie sales.

Our Sodium Reduction Initiative

Sodium reduction is one of our key nutrition initiatives and we are committed to reducing sodium across our menu. In 2013, we further reduced sodium in our muffins and worked to reduce the sodium in our in-restaurant Hot Chocolate, Ranch Sandwich/Wrap sauce, Cheese Croissant and English Muffin (U.S. only). See below for our sodium reduction charts.

SODIUM REDUCTION

Product Category

Serving Size

2010 (mg of sodium/serving)

*2012 value used if variety was introduced after 2010

2013 (mg of sodium/serving)

Reduction

Muffins

 

 

 

26%

Whole Grain Raspberry

Each

580  

430

25%

Whole Grain Blueberry

Each

550  

430

21%

Cranberry Blueberry Bran

Each

710  

410

42%

Low Fat Double Berry

Each

500*

430

14%

Whole Grain Carrot Orange

Each

470*

390

17%

Raisin Bran

Each

790  

370

53%

Oatmeal Raisin Nut

Each

540  

370

31%

Chocolate Chip

Each

580  

430

25%

Triple Chocolate

Each

610  

380

37%

Blueberry

Each

580  

460

20%

Apple Spice

Each

520*

440

15%

Banana Nut

Each

510  

400

21%

Fruit Explosion

Each

550  

460

16%

Strawberry Sensation

Each

580  

520

10%

Date N Nut

Each

740  

380

48%

Lemon Poppyseed

Each

NA 

450

NA

Hot Chocolate

 

 

 

11%

In-restaurant Hot Chocolate

286 ml

360  

320

11%

Cappuccino (retail canisters)

 

 

 

24%

French Vanilla Cappuccino (retail canisters)

35 g

150  

110

26%

English Toffee Cappuccino (retail canisters)

35 g

160  

125

21%

Other Baked Goods

 

 

 

30%

Cheese Croissant

Each

440  

330

25%

English Muffin (U.S.)

Each

230  

140

40%

Sauces

 

 

 

10%

Ranch

1 tablespoon

180  

160

10%

Looking for More Vegetables?

You can add extra vegetables to any of our Classic Sandwiches or Tim Hortons Wrap Snackers at no additional charge.

 
We’re Innovative
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 the U.S.
  1 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.
 
 
Nutrition video

We’re Transparent about Nutrition

We are transparent about nutrition and committed to providing guests with the information required to make healthy lifestyle choices. We make nutritional information available to our guests through the following channels:

Information Available on Our Website
In-Restaurant Nutrition Guide, Tray Liners and Packaging
 
  • Our Nutrition Guide includes some of our most popular menu items and is required to be displayed in all of our Canadian and U.S. restaurants.
  • Our nutrition information is also printed on the back of all of our tray liners.
  • Nutrition messages on our carry-out packaging direct guests to our website or toll-free number.

“Timmy Me” Mobile App

  • Launched in 2011, this app allows guests to calculate nutrition information directly on their mobile device.

Toll-Free Guest Services Number

  • 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 when requested.
  • 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; however, they can answer more in-depth nutritional questions.
Whole Grains at Tim Hortons

Many of our menu items, including muffins, oatmeal, multigrain panini bread and flatbreads are made with substantial amounts of whole grains.

Product

Whole Grain Content

Servings of Whole Grains*

Whole Grain Carrot Orange

35 g

2 servings

Whole Grain Raspberry

35 g

2 servings

Whole Grain Blueberry

35 g

2 servings

Oatmeal (Maple and Mixed Berry)

46 g

2 ½ servings

Multigrain Panini Bread

20 g

1 serving

Flatbread (Multigrain and Maple)

8 g

½ serving

*8 g of whole grains equates to half a serving and 16 g of whole grains equates to one serving according to the Whole Grains Council website at http://wholegrainscouncil.org/.

We’re Committed to Your Safety – Allergens

The health and safety of our guests is of utmost importance to us. That is why we have comprehensive policies and training programs for Restaurant Owners and Team Members to learn about the importance of handling allergens. This information is also included in new product training guides, food safety manuals, Team Member handbooks, and in-restaurant allergy posters.

We also aim to provide our guests with clear information about allergens. An allergen alert message is present on the “Welcome” signs displayed on our restaurant entrance doors and at our drive-thrus. Additionally, guests can download an Allergy Chart from our website.

Introduction of Gluten-Free Option

In 2013, we introduced our first certified gluten-free menu offering – the Gluten-Free Coconut Macaroon. For the protection of our guests requiring a gluten-free diet, the macaroons are produced by a third-party manufacturer to exceed Canadian and International gluten-free standards and are also certified gluten-free by the Canadian Celiac Association (Canada) and the Gluten-Free Certification Organization (USA). We protect the gluten-free integrity of the macaroons by maintaining them in sealed packages from the manufacturer until delivered to our guests. In addition to the requirements of the gluten-free certification bodies, Tim Hortons has established our own protocols and testing requirements to ensure a safe product.

We are continually researching opportunities for products that meet the needs of our guests.

Hospitality

At Tim Hortons, our guests are our number one priority. We strive to provide the ultimate guest 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 Restaurant Owners and our corporate offices. We recognize that our guests are looking for friendly, accurate and fast service, regardless of whom they contact.

At the corporate level, Tim Hortons has a team dedicated solely to the development and execution of hospitality programs across the chain. An example of this would be the “Tim Cup Challenge,” which is a service competition that tests our Restaurant Owners’ and Team Members’ speed, order accuracy and friendliness.

Our Restaurant Owners recognize the value of engaging in these types of programs to help their Team Members keep the hospitality commitment front and centre. These programs are designed to keep restaurant teams motivated and inspired to deliver exceptional service to our guests.

Guest Services video

“We Value Feedback from Our Guests!”

There are a variety of ways that guests can share their restaurant 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 their experience.

We also encourage our guests to get in touch with us at our corporate offices by telephone, email, mail and fax. In July of 2013, the Guest Services department expanded and formed a dedicated social media team to respond to guests through Facebook and Twitter.

Guests also have the opportunity to complete an online survey at www.telltimhortons.com to share how satisfied they were with their restaurant experience. The survey is also available on mobile devices.

We strive to respond to every guest request and inquiry in a fast, efficient and professional manner by providing our Guest Service Representatives with the right tools, support and training to quickly understand and address concerns. We receive more than 150,000 guest comments annually by email, phone, mail or fax. Of these, 85% are resolved with our guests during their initial interaction. Feedback from our guests focuses on topics such as nutritional inquiries, product ideas and personal experiences.

Together with our Restaurant Owners, we challenge ourselves every day to create the ultimate guest experience that makes the difference between satisfied guests and delighted and loyal guests who continue to return to our restaurants.

If you would like to provide us with your 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.

Social Media Comments

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 guests. Our goal is that safe food be provided to each and every guest, every day.

Our restaurant Food Safety Plan has been 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, Manager of Business Development, Manager of Operations Standards, Manager of Regional Training, and Restaurant Opening Team Member completes our food safety training and is certified before opening a restaurant. Since our Food Safety Plan is so well established across the chain, our focus is on re-certification which is required every five years or more, 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 safe 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 Food Safety Standards Guide allow us to maintain our high food safety standards across our restaurants. Our Managers of Operations Standards aim to perform food safety audits at each of our restaurants at least once every six months. Additionally, our corporate team reviews our FSA program and the Food Safety Standards Guide.

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.

Food Safety video
 

Supplier Food Safety Audits

In addition to our restaurants, we also work with our suppliers to ensure that they meet our high standards of food safety. In 2013, 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. Restaurant management and corporate employees who directly influence restaurant operations 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’s) 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 a higher, more protective standard across the chain.

We currently employ six Certified Health Inspectors as part of our Quality Assurance team, three of whom are a part of the management team. They monitor and address significant concerns on inspection reports. Our food safety personnel provide guidance and education, and work with our operations field and restaurant management teams to immediately resolve all significant issues.