Coffee Shop Chains – 2014 Ratings

Posted by Canstar Blue February 13th 2014

You are viewing the archived 2014 ratings for coffee shop chains. Go to the current coffee shop ratings.

Hollow Star Rating Hollow star ratings are awarded where brands do not receive the minimum number of responses for that criteria, however achieve at least the minimum sample required for all other criteria.

Good coffee comes from the wild, according to our customer satisfaction awards

2014 Award for Coffee Shop Chains NZIf you’ve been looking for the best coffee in New Zealand, it might be time to take a trip ‘into the wild’.

While several highly regarded brands performed well in our latest survey, only Wild Bean Café achieved our Most Satisfied Customers Award – Coffee Shop Chains for 2014.

Wild Bean customers get to enjoy a wide range of coffee and eating options across 80 different locations in New Zealand. In addition to this brand’s award win, Wild Bean Café received five star ratings in nearly all our survey criteria. We congratulate Wild Bean on its inaugural award win.

Several other brands secured five star ratings for their coffee shop ambience: Columbus Coffee, Mojo Café and Coffee Culture. Also rated in this survey were Robert Harris Café, Muffin Break, Starbucks, McCafé, Esquires Coffee House and The Coffee Club.

1 in 4 choose coffee over breakfast

Our research also reveals that nearly a quarter of survey respondents often consider coffee to be their breakfast, and that Generation X respondents are the most likely demographic to swap their first meal of the day with a shot of caffeine (32%).

The results of a survey published by Belvita prove that New Zealanders are known to be guilty of this:

“…46 per cent (of New Zealand survey respondents) skip breakfast at least once a week and almost a third of breakfast skippers do it up to three times per week.” – Otago Daily Times, Sep 2012.

Nearly a third of our respondents drink three or more coffees every day, and an even greater percentage (36%) cannot start their days without a cup. Half our respondents will even go out of their way to get themselves a coffee they know to be particularly good.

Canstar Blue commissions Colmar Brunton using the SSI Panel to survey 2,500 New Zealand consumers to measure and track customer satisfaction on a range of different consumer goods and services. The outcomes reported are the results from respondents within the survey group who have visited a coffee shop chain in the last six months – in this case, 1,427 people. Brands must receive at least 30 responses to be included.

Results are comparative and it should be noted that brands that received three stars have still achieved a satisfaction measure of at least six out of 10.

Overall customer satisfaction

Wild Bean Café took the lead with a five star rating for overall customer satisfaction, and was followed by four star recipients Columbus Coffee, Robert Harris Café, Mojo Café, Muffin Break and Coffee Culture. Next with three stars apiece were Starbucks, McCafé, Esquires Coffee House and The Coffee Club.

Value for money

With so many New Zealanders opting for daily takeaway coffees, it’s crucial that these purchases don’t break the bank. Patrons of Wild Bean Café were most satisfied with the value for money of their coffee shop. Next were four star recipients McCafé, Muffin Break, Columbus Coffee, Coffee Culture, Mojo Café, Robert Harris Café and Esquires Coffee House. Both Starbucks and The Coffee Club finished with three stars for value for money.

Customer service

Coffee can put a spring in your step on those mornings when you’re struggling to find the energy to get moving. That said, service with a smile can also do the trick.

Wild Bean Café achieved five stars for coffee shop customer service. Columbus Coffee, Mojo Café, Robert Harris Café, Coffee Culture and Muffin Break all followed with four star ratings in this area; Starbucks, The Coffee Club, McCafé and Esquires Coffee House all finished up with three.

Range of menu options available

Sometimes, you wake up and you’re hungry for a blueberry scone. Other mornings, you may be craving an iced coffee. Whatever your stomach desires, a good café can accommodate. Wild Bean Café swooped ahead in this regard, securing five stars for the range of menu options on offer. Columbus Coffee, Starbucks, Robert Harris Café, The Coffee Club and Muffin Break all followed with four stars, and Coffee Culture, McCafé, Mojo Café and Esquires Coffee House all finished with three.

Ambience/atmosphere

New Zealand doesn’t seem to be lacking in coffee shops with charm and ambience, with several brands receiving five stars in this area: Columbus Coffee, Mojo Café and Coffee Culture. Next were four star achievers Wild Bean Café, Starbucks, Robert Harris Café and The Coffee Club, and then three star recipients Esquires Coffee House and Muffin Break. McCafé finished with two stars in this area.

Taste of coffee

Good coffee is easy to appreciate, but can be rare to come by. Happily plenty of chains in New Zealand specialise in brewing a perfect espresso for your mornings.

Wild Bean Café customers were most satisfied with the taste of their coffee, which earned the brand five stars. Mojo Café, Columbus Coffee, Robert Harris Café, Coffee Culture, Muffin Break and Starbucks all followed with four stars each. All other rated brands – Esquires Coffee House, McCafé and The Coffee Club – received three stars.

Loyalty program

Loyalty perks are a great way to save money on your caffeine habit. Wild Bean Café remained in front with five stars for its loyalty program. Next with four stars each was Muffin Break, Columbus Coffee, Robert Harris Café and Esquires Coffee House; Mojo Café, McCafé, The Coffee Club, Starbucks and Coffee Culture all received three.

Consistency across stores

Customers of Wild Bean Café were most satisfied with how consistent the service, coffee and food was from various stores around the country. Following the five star leaders were Columbus Coffee, Coffee Culture, Starbucks, Muffin Break, Robert Harris Café and Mojo Café with four stars each. McCafé, The Coffee Club and Esquires Coffee House all finished with three stars for consistency.