Coffee Shop Chains – 2013 Ratings

Posted by Canstar Blue September 23rd 2013

You are viewing the archived 2013 ratings for coffee shop chains. Go to the current coffee shop chain ratings.

See Our Ratings Methodology.

‘How many do you do?’ Coffee doubles as breakfast for one in four

Most Satisfied Customers for Coffee Shop Chains: 2013Countless healthcare professionals will be quick to explain that breakfast is one of the most nutritionally important meals of the day, but more than one in four respondents to our recent survey admit they often swap a bowl of Weet-Bix for a cup of coffee.

With two in five respondents reporting they can’t start their day without a cup of coffee and nearly 30% drinking three or more coffees every day, it’s clear that caffeine consumption can become a serious habit. It also seems that some people have tried to curb its influence in the last 12 months; nearly a third of respondents tried to reduce their coffee intake, and 13% tried to break the habit entirely.

This effort to reduce coffee consumption could also be due to expense – 10% of people spend more than $20 every week on their coffee cravings, which could add up to $1,040 a year.

However, cost comes second to taste for three quarters of respondents when buying coffee.

Full of beans: Muffin Break and Zarraffa’s Coffee receive our coffee shop chains award for 2013

This survey also examined customer satisfaction with coffee shop chains to help you choose a winning cup.

Both Muffin Break and Zarraffa’s Coffee achieved top ratings in this category, becoming joint winners in our Most Satisfied Customers Award – Coffee Shop Chains for 2013. For Muffin Break, it was the second year in a row they have achieved our award. Congratulations must go to both brands for receiving five star ratings in a number of different rated criteria.

Looking at some of the results:

  • Muffin Break received five stars for overall satisfaction, value for money, customer service, and their loyalty program.
  • Zarraffa’s Coffee received five stars for overall satisfaction, customer service, taste of coffee, and consistency across stores.
  • Dome secured five stars for its range of menu options available and the taste of other made drinks.
  • Michel’s Patisserie achieved five stars for value for money, customer service and the taste of its coffee.
  • McCafé received five stars for value for money.

Also rated were Gloria Jean’s, Hudsons Coffee, Starbucks, and The Coffee Club.

Canstar Blue commissions Colmar Brunton to regularly survey 2,500 Australian consumers across a range of categories to measure and track customer satisfaction. The outcomes reported are the results from customers within the survey group who have visited a coffee shop chain in the last six months – in this case, 1,742 people.

Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10.

Overall customer satisfaction

Customers of both Zarraffa’s Coffee and Muffin Break were most satisfied overall with their choice of coffee shop chain, with both brands receiving five star ratings. They were followed by four star recipients Dome, Michel’s Patisserie, Gloria Jean’s, Hudsons Coffee and The Coffee Club, then by three star recipients McCafé and Starbucks.

Value for money

With many of our survey respondents spending so much on coffee per week, finding a value for money option can be important. Three brands achieved five stars for value for money: Muffin Break, Michel’s Patisserie and McCafé. Following with four stars were Zarraffa’s Coffee and Dome, then three star recipients Gloria Jean’s, Hudsons Coffee and The Coffee Club. Starbucks received two stars for value for money.

Customer service

A smile with your morning cup of coffee rarely goes unappreciated. Zarraffa’s Coffee, Muffin Break and Michel’s Patisserie received five stars each for customer service; Gloria Jean’s, Hudsons Coffee and The Coffee Club came next with four stars apiece, and McCafé and Starbucks both received three.

Range of menu options available

Do you like to change your coffee order from time to time, or perhaps you like a sweet treat with your morning espresso? Customers of Dome were most satisfied with the range of menu options available from their coffee shop. Zarraffa’s Coffee, Muffin Break, Gloria Jean’s and The Coffee Club received four stars each, and Michel’s Patisserie, Hudsons Coffee, McCafé and Starbucks all achieved three.

Taste of coffee

Three quarters of our respondents agree that taste is more important than price when it comes to coffee. Zarraffa’s Coffee and Michel’s Patisserie both received five star ratings in this area, and were followed by four star recipients Muffin Break, Dome, Gloria Jean’s, Hudsons Coffee, The Coffee Club and McCafé. Starbucks received three stars for taste.

Taste of other made drinks (e.g. Frappuccino’s, iced drinks)

Sometimes, you crave something different from your regular coffee order. Dome achieved a five star rating for the taste of other drinks listed on its menu, staying ahead of four star recipients Zarraffa’s Coffee, Michel’s Patisserie, Gloria Jean’s, Hudsons Coffee and The Coffee Club. Muffin Break, McCafé and Starbucks all received three stars in this area.

Loyalty program

Coffee shop chains give customers a good reason to come back to their store by offering rewards for loyalty – such as a free coffee, or reduced food prices. Muffin Break achieved a five star rating for its loyalty program, and was followed by four star achievers Zarraffa’s Coffee, Dome, Michel’s Patisserie, Gloria Jean’s and Hudsons Coffee. The Coffee Club received three stars for its loyalty program, and McCafé and Starbucks came next with two.

Consistency across stores

Customers of Zarraffa’s Coffee were most satisfied their coffee shop was consistent with other stores in the chain, which earned the brand five stars. Muffin Break, Dome, Michel’s Patisserie, Gloria Jean’s and Hudsons Coffee received four stars each, and The Coffee Club, McCafé and Starbucks achieved three.