Thursday, December 11th, 2014 - Roy Morgan Research

For the second consecutive month, Donut King has beaten out the competition for October’s Coffee Shop of the Month in the Roy Morgan Customer Satisfaction Awards. With a satisfaction rating of just over 87%, the famous Australian chain is clearly hitting its customers’ sweet spot.

Up until September, Michel’s Patisserie (winner of Coffee Shop of the Year for 2013) had dominated this competitive category, winning the Customer Satisfaction Award every month from January through to August. Easing into first place by the slightest of fractions in September, Donut King has since consolidated its lead on Michel’s (now in third place) but is only 0.2% ahead of Starbucks.

October Customer Satisfaction rankings: Coffee/doughnut shops

coffee-shop-sat

Source: Roy Morgan Single Source (Australia), November 2013 – October 2014 (n=16,146).

Customer satisfaction with Gloria Jeans, Coffee Club and Muffin Break has remained stable at 84%, 83% and 83% respectively.

Geoffrey Smith, General Manager — Consumer Products, Roy Morgan Research, says:

“In the year to October 2014, 28% of Australians aged 14+ (or 5,346,000 people) made at least one purchase from the eight major coffee/doughnut shop chains measured by Roy Morgan Research. With satisfaction ratings ranging from 76% to 87%, all of these businesses are doing well, but it seems Donut King and Starbucks are going the extra mile to please their customers.

 

“Australian consumers are quick to acknowledge good service, and our monthly Customer Satisfaction Awards are a timely reminder that happy customers really are the best publicity.”

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Roy Morgan Research is Australia's best known and longest established market research and public opinion survey company. Roy Morgan Single Source is thorough, accurate, and provides comprehensive, directly applicable information about current and future customers. It is unique in that it directs all the questions to each individual from a base survey sample of around 55,000 interviews in Australia and 15,000 interviews in New Zealand annually - the largest Single Source databases in the world. The questions asked relate to lifestyle and attitudes, media consumption habits (including TV, radio, newspapers, magazines, cinema, catalogues, pay TV and the Internet), brand and product usage, purchase intentions, retail visitations, service provider preferences, financial information and recreation and leisure activities. This lead product is supported by a nationally networked, consultancy-orientated market research capability.
Samantha Wilson
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Keywords

coffee shops, cafes, customer satisfaction, donut king, starbucks, hudsongs, gloria jeans, michels patisserie, coffee club, muffin break

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