Coastal Brew Coffee Co. Customer Experience Survey (Demo)

Coastal Brew demonstrates strong product quality and atmosphere but faces significant operational challenges that are eroding customer loyalty. 68% (98/144) rated the drink and food quality highly, and the atmosphere consistently scores well, yet -33 indicates a deeply negative Net Promoter Score driven by 51% (74/144) who rated willingness to recommend at six or below. The core issue is not the coffee itself but operational friction: 10% (14/144) and 24% combined rated service speed poorly or fairly, and free-text answers repeatedly cite morning queues, understaffing, and chaotic pickup processes as dealbreakers. Value perception has deteriorated too, with 25% (27/107) rating value for money poorly or fairly, and long-standing customers report noticing recent declines in consistency and staff familiarity. Addressing speed, capacity, and staffing stability during peak hours is essential to convert satisfied first-time visitors into loyal promoters.

• Product quality remains strong: 68% rated the quality of drinks and food highly, and 63% (90/144) selected coffee quality as the most valued aspect. Free-text responses frequently praise the coffee consistency and thoughtful preparation, even among customers expressing frustration with operations.
• Service speed is a critical pain point: 10% and 24% rated speed of service poorly or fairly combined. Morning waits feature prominently in improvement suggestions, with multiple respondents reporting missed trains and describing lines as slow before 08:00. Several note they would visit more frequently if speed improved.
• Value perception has weakened: 25% rated value for money poorly or fairly, and 3.0 is notably below the ratings for product quality and satisfaction. Student customers and price-conscious visitors frequently mention pricing as a barrier to repeat visits, and some long-term customers report feeling that corners are being cut.
• Staffing stress undermines experience: While 44% rated staff friendliness very good or excellent, free-text responses reveal a split: some praise individual baristas as deserving raises, but others note overwhelmed mornings, high turnover, and loss of the personal familiarity that once defined the shop. Newer staff are perceived as less familiar with regulars than before.
• Capacity and seating limitations: 49% (38/78) selected more seating as the top improvement needed. Free-text answers describe crowded weekends, chaotic pickup areas during lunch, and insufficient space to work or linger comfortably. Delivery pickup processes are singled out as particularly disorganized.
• Loyalty and repeat visits eroding: 30% are passives and 51% are detractors, indicating most respondents are not enthusiastic promoters. Responses suggest long-term customers are reconsidering loyalty due to perceived quality inconsistency and operational friction, even though they still appreciate the core product and location.
• Menu gaps limit customer base: 12% selected more vegan and dairy-free options, and free-text responses emphasize this repeatedly, with plant-based customers saying they would visit far more often with substantial vegan food offerings rather than just drink substitutions. This represents an untapped market segment.
• Extended hours would drive evening traffic: 23% selected extended evening hours. Multiple respondents note the shop closes too early and would make it their regular evening spot or study location if hours extended, particularly on weekends. Evening atmosphere is praised by those who visit then, suggesting untapped demand.

• Implement express lane or parallel queuing during morning peak (07:00-09:00) to address repeated complaints of slow lines and missed connections. Prioritize staffing adequately during this window.
  [Finding 2] Service speed is a critical pain point: 10% and 24% rated speed of service poorly or fairly combined…
• Conduct a comprehensive staffing audit and stabilization plan to retain experienced baristas and rebuild the familiarity that long-term customers associate with the brand. Align compensation with the 'deserves a raise' feedback.
  [Finding 4] Staffing stress undermines experience: While 44% rated staff friendliness very good or excellent, fr…
• Expand physical seating and establish a clear, marked delivery order pickup system or shelf to reduce congestion and chaos during lunch and weekend peak hours.
  [Finding 5] Capacity and seating limitations: 49% (38/78) selected more seating as the top improvement needed. F…
• Develop a substantive vegan and plant-based food menu (not just drink modifications) to capture the student and health-conscious segment, which represents untapped frequency growth.
  [Finding 7] Menu gaps limit customer base: 12% selected more vegan and dairy-free options, and free-text respons…
• Pilot extended evening hours (at least until 20:00) on Thursday through Saturday to test demand and convert evening study and social customers into regulars, addressing a frequently mentioned unmet need.
  [Finding 8] Extended hours would drive evening traffic: 23% selected extended evening hours. Multiple respondent…

• "Feels like corners are being cut somewhere, hard to put my finger on exactly what changed."
• "Closes too early, would love later hours a few nights a week."
• "Maybe a stamp card for regulars like me."
• "Genuinely cannot think of anything — maybe just never change the staff, they make the place."
• "Would visit way more if there were more plant-based food options, not just oat milk."
• "The prices felt high for what I got. I expected more for what I paid."
• "Speed things up a little in the morning and it would be perfect."
• "Need more staff during rush hour."
• "Please fix the morning line, I've missed my train twice waiting."
• "Maybe a stamp card for regulars like me."

• "The original reasons I started coming are still true, mostly."
• "Calmer atmosphere at night, really enjoy it."
• "The staff know my order by now, it feels like a neighborhood spot."
• "The people. Full stop. I come back because of how the staff treat everyone."
• "Oat milk option is great and does not taste like an afterthought."
• "The space itself is nice, I will give it that."
• "Great place to unwind after work."
• "I come here almost every day, the coffee is consistently great."
• "Good coffee when I actually get it in time."
• "Best espresso in the area, hands down."

• "Staff turnover seems high lately — used to know everyone by name, now it is mostly new faces."
• "Small evening crew but always pleasant."
• "They remember details about my life, which sounds small but means a lot."
• "One person was helpful, but overall it felt understaffed."
• "Every single one of them deserves a raise, honestly."
• "Small evening crew but always pleasant."
• "A couple of the regular baristas are fantastic."
• "Friendly, just stretched too thin."
• "They seem overwhelmed most mornings."
• "The one time I picked up myself, staff was nice."

• "Please tell the team someone appreciates them!"
• "More vegan food options would go a long way."
• "Disappointing given how much I had heard about this place."
• "Would visit way more if there were real vegan food options."
• "Excited to try more of the menu next time!"
• "Would love a loyalty program, feels like it is missing."
• "Been coming for years, hope the staffing situation stabilizes."
• "Might give it one more try before writing it off completely."
• "I want to keep coming but the wait is becoming a dealbreaker."
• "Thank you for being a genuinely nice place to start the day."