Our review compares coffee shop chains on customer satisfaction, so you can find out what other Aussies think about the compared brands before you go ahead with a purchase. Think of it as like asking hundreds of your closest mates which coffee shop chain they think is best!
Canstar Blue surveyed 1,470 Australians for their feedback on the coffee shop chain(s) they’ve made a purchase from in the last six months.
The winning brand is the one that receives the highest Overall satisfaction rating once all the scores from the Overall satisfaction criteria are combined and averaged.
Brands must have received at least 30 responses to be included, so not all brands available in the market have been compared in this survey. The brands rated in this survey are listed below in order of best overall satisfaction.
Find more detailed information on our Most Satisfied Customer methodology.
Muffin Break was rated five stars for taste & freshness, customer service, consistency of products, store layout & presentation, variety of food options and overall satisfaction, with four stars for value for money and speed of service.
Muffin Break is an Aussie-owned company with humble beginnings, opening its first store in Coolangatta, Queensland in 1989. Today, it has almost 200 shops across Australia, predominantly tucked away in shopping centres, airports, or train stations – which is lucky – because this is where you usually end up craving a good coffee and a sweet crumb. Alongside its range of espressos, cappuccinos, lattes, and flat whites, the popular chain also offers tea, chai lattes, mochas, milkshakes, thick shakes, and frappes. If you’re in the mood for food, you can choose from a lot of muffins (of course), pastries, sandwiches, wraps, salads, and sweet treats. Muffin Break also offers Rewards, including every fifth coffee is free when you use the app, a free muffin during your birthday month and other exclusive offers.
Donut King was rated five stars for value for money and speed of service, with four stars for all remaining categories, including taste & freshness, customer service, consistency of products, store layout & presentation, variety of food options and overall satisfaction.
Another staple for those looking to grab something sweet along with their coffee, Donut King first opened in Sydney back in 1981, with the brand today having over 220 stores around Australia, with additional stores globally. Its coffee range includes all of the classics, including cappuccinos, chai lattes and flat whites, alongside frappes and iced drinks, in addition to staples such as donuts, toasties and even a hot dog if you’ve really got cravings. Donut King also offers DK Rewards, where you can receive your eighth beverage free, a free regular drink on your birthday and exclusives, although terms and conditions apply.
Gloria Jean’s Coffee was rated four stars across all categories, including taste & freshness, value for money, customer service, speed of service, consistency of products, store layout & presentation, variety of food options and overall satisfaction.
Founded in America, Gloria Jean’s established a foothold in Australia back in 1996, with the brand today operating in over 40 countries, with 170 locations around Australia. Its menu includes the likes of multiple coffee blends, cold drinks, milkshakes, ‘over ice’ classics, Italian sodas, hot coffee drinks, including specialty orders such as Irish Nut and Matcha Latte, with plenty of snacks, meals and treats also available. If you’re looking for something extra, Gloria Jean’s also sells coffee beans, syrups, teas and even a branded reusable cup, with a Rewards Club also available to sign up to, with rewards including free Birthday drinks and other bonuses.
Zarraffa’s Coffee was rated four stars for taste & freshness, customer service, speed of service, consistency of products, store layout & presentation, variety of food options and overall satisfaction, with three stars for value for money.
With over 70 locations across Queensland, Western Australia and New South Wales, Zarraffa’s Coffee offers a wide variety of menu items, including cold drinks such as iced mochas through to crème strawberry fusions, breakfast smoothies and iced teas, sitting alongside traditional hot drinks such as teas and coffees. And if you’re hungry for more, Zarraffa’s also offers bagels, brekkie rolls, toast and loafs, muffins and other treats, alongside merchandise and coffee beans. The Z Card also offers additional rewards and benefits for those who sign up, including complimentary drinks and redeemable rewards.
The Coffee Club was rated four stars for taste & freshness, customer service, speed of service, consistency of products, store layout & presentation, variety of food options and overall satisfaction, with three stars for value for money.
A staple within the Australian coffee community, The Coffee Club first opened in 1989 in Brisbane, with the chain today operating over 400 locations in multiple countries. Its menu is split into ‘All Day’, ‘Evening’ and ‘Drive-Thru’, with a host of treats and sweets available at each store for you to enjoy with your coffee, or just on its own. And if you’re really a fan, The Coffee Club has a number of beans available for purchase, including its Signature House Blend, with the VIP Club app available, with benefits including buy one, get one free coffees, free coffee upsizes and other exclusive offers, although terms and conditions apply.
Starbucks was rated four stars for taste & freshness, speed of service, consistency of products, store layout & presentation, variety of food options and overall satisfaction, with three stars for value for money and customer service.
Arguably the most recognisable coffee store in the world, Starbucks may have had a tougher time cracking the Aussie market (with us Aussies knowing our coffee), but the American brand has over 60 locations in Australia, and is popular for its seasonal and limited-edition drinks. Its menu is also extensive, from sweets and snacks through to meals, along with a sizeable merchandise offering if you’re looking to really rep the brand. Its Starbucks Rewards program and app also offers you the chance to customise your order in the app, along with Mobile Order & Pay available at select stores, allowing you to get your morning fix that bit quicker.
Chocolateria San Churro was rated four stars for overall satisfaction, with three stars in all other categories, including taste & freshness, value for money, customer service, speed of service, consistency of products, store layout & presentation and variety of food options.
Fans of churros can be excited about Chocolateria San Churro’s 50 locations around Australia, with the brand also available via delivery! Its menu includes shakes and other cold drinks, desserts and treats, hot coffee and teas, alongside empanadas and croquettes and its range of churro products. The brand also offers the ‘el Social’ membership, with a range of benefits available when you sign up.
McCafé was rated three stars for taste & freshness, customer service, consistency of products, store layout & presentation and variety of products, with four stars for speed of service, value for money and overall satisfaction.
Arguably one of the most convenient coffee shop chains available, McCafé stores are found inside McDonald’s locations, with the add-on store offering a wide variety of coffee shop treats and sweets, alongside the traditional hot and cold coffees. Additionally available through the McDonald’s drive-through in most locations, with the added bonus of being able to order via the MyMacca’s app.
Krispy Kreme was rated three stars across all ratings categories, including taste & freshness, value for money, customer service, speed of service, consistency of products, store layout & presentation, variety of food options and overall satisfaction.
Known for its range of donuts, Krispy Kreme offers coffee to help you get over the morning slump. With well over 50 locations around Australia, Krispy Kreme might not list its full range of coffee offerings online, but you can rest assured that you’ll be able to find your staples in addition to some customisable options in most stores. And if you’re after something different, Krispy Kreme additionally offers milkshakes and even bagels on its menu, alongside the traditional packs of donuts. You can also sign up for an account, with benefits and rewards included.
Dome was rated three stars for customer service, speed of service, consistency of products, store layout & presentation, variety of food options and overall satisfaction, with four stars for value for money and taste & freshness.
Only available in Western Australia, Dome coffee offers a wide range of food options on its menu, including seasonal and classics, in addition to a kid’s menu and drinks menu. Its coffee menu offers a number of milk and temperature options, with coffee beans also available for purchase, alongside gift cards for those who want to treat someone.
Not all brands in the market qualify for our ratings (based on minimum survey sample size), but that doesn’t mean they’re not worth considering. Here are several more brands to check out before making a purchase decision.
One in 10 Aussies we surveyed (15%) said they visit a coffee shop before they go to work in the morning, suggesting many of us still choose to make a cuppa at home using either instant coffee or coffee pods. That’s not such a bad idea considering Aussies spend $18 on takeaway coffee every week, which equates to $936 a year, with almost a quarter (23%) also forking out a little extra to grab a bite to eat. However, 38% said that the rising cost of living has reduced how many coffees they buy, meaning many are watching their spending. Here are some other interesting insights from our research:
This report was written by Canstar Blue’s Site Editor, Dean Heckscher. He’s our resident expert on all things automotive, health & fitness, streaming and more. Dean is also one of Canstar Blue’s customer research report producers, helping to turn complicated subjects into easily-digestible information for our readers. He’s passionate about helping consumers make better-informed purchase decisions on all manner of consumer goods and services.
Samantha Howse is Canstar Blue’s Consumer Research Specialist, coordinating the consumer research program behind our customer satisfaction awards across Canstar and Canstar Blue in Australia and New Zealand. Sam has earned a Bachelor of Business (Marketing) from Griffith University and, with seven years in market research and 2 years in marketing, she is experienced in survey design, implementation and analysis, coupled with an understanding of marketing principles and best practice.
Here are the past winners from Canstar Blue’s coffee shop chain ratings:
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Appliances - January 25th
We checked online to see how many types of coffee beverages there are… it turns out, it’s quite a lot.– Read more
Best-Rated Coffee Machines - August 31st
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