Bangkok coffee shops ‘have room for improvement’

Corporate August 03, 2016 01:00


GOING TO A coffee shop has become a new trend in Bangkok, but finding a good one can be a challenge, and it is even harder to please every coffee lover. A survey by International Service Check looked for the best places to take a break.

The average score across all coffee shops in Bangkok was not impressive, and almost half had only a few customers inside. Many customers said most coffee shops failed to deliver despite their good design.

Moreover, their positive feeling dampened when they entered the shop, as the survey reveals that only 10 per cent of customers were satisfied with the service.

Overall, the area where most coffee shops in Bangkok are rated highly is speed and accuracy. Consumers were pleased that there beverages were served within an average of 5.5 minutes in exactly the type and size they ordered.

In contrast, the worst rating was for “loyalty building”. It appears many brands in Thailand have difficulty keeping loyal customers.

Fewer than one-third of the coffee shops tested had a loyalty programme that was actively promoted. Of those that do run loyalty programmes, only one out of five actively encourages customers to take advantage of promotions.

The farewell was also not the coffee shops’ strength.

More than 75 per cent of customers were not said goodbye to in what they felt was an appropriate manner, and some were not said goodbye to at all.