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Costa Coffee is Voted "Best Coffee Chain by Customers"
06/02/2009
him! is delighted to announce that Costa Coffee has been voted Best Coffee Chain as voted for by customers.
Each year him! speaks to thousands of customers using the following coffee chains; Costa Coffee, Starbucks, Caffe Nero and Coffee Republic as part of him!'s Coffee Chain Customer Tracking Programme.
him! speaks to customers on entry to the outlet to understand why they are there, who they are with, what they are buying and how they rate the branch.
We then speak to customers on exit so that we can understand the customers' experience of the chain and failed or impulse purchases.
him! asks customers to rate the coffee chains based on their experience here today on following criteria and we are delighted to announce that Costa Coffee scored the highest out of all the coffee chains.
How would you rate (out of 10) this chain on the following based on your experience here today?
| Coffee Chains Average
| Costa Coffee
| Quality of hot drinks
| 8.2
| 8.8
| Choice of cold drinks
| 8.0
| 8.5
| Choice of food items
| 7.7
| 7.9
| Time to queue here today
| 8.1
| 8.7
| Speed of service here today
| 8.2
| 8.8
| Friendliness of staff here today
| 8.5
| 9.0
| Ambience / Atmosphere
| 8.2
| 8.8
| Cleanliness of counter
| 8.4
| 9.0
| Cleanliness of tables
| 8.3
| 9.0
| Overall value for money
| 7.7
| 8.1
|
-ENDS-
For more information:
Georgina Wild
Marketing Manager at him!
Tel: 020 7611 0404 Mob: 07920 566723
georgina.wild@him.uk.com
Notes to Editors:
him! has, for 41 years, helped retailers, service businesses and suppliers to understand their customers... and sell more to them. A consulting firm with an exceptional commitment to research, we have conducted over 15 million moment of truth "conversations", during shopping, giving robust database confidence and predictive skill. Our current 120+ blue chip client relationships are based on involvement in one or more of a number of exclusive customer tracking programmes or bespoke research-based consulting, making us experts in shoppers and shopping.
Thousands of coffee chain shoppers were interviewed face-to-face at branches of Starbucks, Caffe
Nero, Coffee Republic and Costa Coffee - to benchmark shopper feedback between the chains but also benchmark feedback against other high street retail channels.
The objective was to identify sales and profit improvement opportunities for the retailers and partner suppliers based on robust independent customer insight. We will be repeating the study in 2009 - to build trended knowledge and insight for current manufacturer partners...and manufacturers who are looking to supply coffee chains in the future.
Focus areas
- Shopper profiles
- Shopper missions
- Need states
- Party composition
- Primary drivers
- Visit frequency and other stores used
- Loyalty measures
- Intended & actual spend & purchases
- Cross purchases
- Impulse & promotions
- Failed purchases
- Snacking
- Layout & signage
- Service - fast & friendly?
About Costa:
- Costa is now officially the largest and fastest growing coffee shop chain in the UK. It opened its 1000th milestone store in March 2008 in Moscow.
- Costa was founded by Italian brothers Sergio and Bruno Costa in 1971. With 866 stores in the UK and over 300 internationally, Costa has enjoyed a remarkable period of growth since it opened its first store. It now operates in 25 countries.
- In November 2008, The Times reported that Costa Coffee topped a survey which asked over 1000 ‘concerned consumers' which brand they thought did the most to tackle social and environmental issues.
- Costa Coffee was the first UK coffee shop chain to commit sourcing beans from Rainforest Alliance Certified farms.
- Costa's in-store baristas are all coached in the art of coffee making at the company's unique Costa Coffee Academy based at its own roastery in Lambeth, London.
- Costa has been voted as one of the strongest UK brands by experts and consumers and has been awarded ‘Superbrand' status
- Costa set up a registered charity (no.327489) in 2006 called ‘The Costa Foundation' to give something back to the communities within the countries from which Costa sources its coffee beans.
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