What Survey did Greggs and Pret a Manger Just Top?
Rated best for coffee experience.
Survey shows Greggs and Prêt à Manger as UK’s most desired coffee shop/snack hotspot
The study also revealed mobile apps are fast becoming a favourite.
Consumers rate Greggs and Prêt à Manger as providers of the best coffee experiences, followed by competitors Café Nero, Costa Coffee and Starbucks, according to a national survey by Market Force Information, a worldwide leader in customer intelligence solutions. The study also revealed that although 43% of consumers were highly satisfied with their coffee experience, one in ten consumers were dissatisfied.
For the rankings, Market Force polled more than 4,500 consumers in January 2015 who were asked to rate their satisfaction with their last experience at a given coffee shop and their likelihood to recommend it to others. The data was averaged to rate each restaurant brand on a Composite Loyalty Index.
In addition to the Composite Loyalty Score, Market Force also looked at the attributes that drive consumer preferences for an excellent coffee experience, focusing on eight critical drivers such as service, food quality and value. Consumers found that brands provide good service, clean restaurants, and high food quality, but have opportunities to improve healthy food options.
Consumers rated Prêt à Manger as being the best on seven of the eight critical drivers of satisfaction. Greggs scored best on only one attribute—value received for money spent. Greggs came in second best on friendliness of staff, speed of service, and store cleanliness. When coffee locations score well on the eight critical drivers, 95 percent of consumers will recommend the brand. When coffee locations excel on only one of those critical drivers, only 34 percent will recommend.
Consumers also indicated whether they used the mobile application offered by brands they had recently visited. Of all the respondents surveyed, an average of 60 percent across all brands didn’t know the brand offered a mobile app which means brands have the opportunity increase awareness of their mobile apps. When consumers know of an app, they had typically downloaded it. Adoption rate varied by brand, with Greggs having the highest adoption rate (68 percent), followed by Starbucks (58 percent), Costa (51 percent) and, lastly, Prêt à Manger (36 percent).
