Michel’s Patisserie brewing its lead in coffee shop satisfaction ratings

Original article by Roy Morgan
Market Research Update – Page: Online : 12-Aug-19

Michel’s Patisserie has continued its impressive winning streak by securing the Roy Morgan Coffee Shop of the Month Award for June 2019. In doing so, Michel’s Patisserie has established itself as the number one brand when it comes to pleasing their customers. Michel’s Patisserie received a satisfaction rating of 91%, which was a 6% increase from June 2018. It was followed by Donut King (87%), Gloria Jean’s (86%), The Coffee Club (85%) and Muffin Break (85%). Michel’s Patisserie has secured the number one position for a fifth straight month. Its ongoing lead in coffee shop satisfaction ratings has been assisted by a decline in ratings by Donut King, which has slipped 4% over the past twelve months. Roy Morgan CEO Michele Levine says that customer satisfaction is vital in the coffee shop industry because of high competition and easily substitutable goods. She notes if customers aren’t satisfied with their choice of coffee shop or cafe, they will simply walk away and try another.

CORPORATES
ROY MORGAN LIMITED, MICHEL’S PATISSERIE, DONUT KING, GLORIA JEAN’S COFFEES PTY LTD, THE COFFEE CLUB PTY LTD, MUFFIN BREAK PTY LTD

Donut King & Michel’s Patisserie top two for satisfying customers

Original article by Roy Morgan
Market Research Update – Page: Online : 29-Oct-18

Donut King has won Roy Morgan’s Coffee/Doughnut Store Customer Satisfaction award for September 2018, with a customer satisfaction rating of 89% (up 3% in the last year). It is followed by stablemate Michel’s Patisserie on 86% (up 6%) and Muffin Break on 84% (down 3%). Meanwhile, new research from Roy Morgan shows that 27.4% of Australians aged 14+ (nearly 5.6 million people) shop at coffee/doughnut stores in an average four weeks. Despite not featuring in the top five stores for customer satisfaction, McCafe is the most visited coffee/doughnut store with nearly 2.3 million visitors in an average four weeks. Other popular coffee/doughnut stores include Coffee Club (visited by over 1.3 million) and Gloria Jean’s (visited by nearly 1.1 million). Analysing the demographic profile of Australia’s leading coffee/doughnut stores shows that women are more likely to visit such stores across the board than men but that there are significant differences between the age profiles of the different stores.

CORPORATES
ROY MORGAN LIMITED, DONUT KING, MICHEL’S PATISSERIE, MUFFIN BREAK PTY LTD, McCAFE, THE COFFEE CLUB PTY LTD, GLORIA JEAN’S COFFEES PTY LTD

Donut King hits on winning formula for satisfying customers

Original article by Roy Morgan
Market Research Update – Page: Online : 4-May-18

Donut King has won Roy Morgan’s customer satisfaction award for March 2018, with a customer satisfaction rating of 87%. It was Donut King’s first monthly customer satisfaction victory for coffee/doughnut stores since July 2015. Stablemate Michel’s Patisserie was ranked second on 83.8%, and it was the only leading coffee/doughnut store to improve customer satisfaction over the past year (up 5.9%). Muffin Break was third on 83.5%, and it has experienced the biggest fall (6.6%) since March 2017. Leading Australian retailer Retail Food Group, which owns both Donut King and Michel’s Patisserie, has performed exceptionally well early in 2018 with a third franchisee, Gloria Jean’s, in fourth position with a customer satisfaction rating of 79.9%.

CORPORATES
ROY MORGAN LIMITED, DONUT KING, MICHEL’S PATISSERIE, MUFFIN BREAK PTY LTD, GLORIA JEAN’S COFFEES PTY LTD, RETAIL FOOD GROUP LIMITED – ASX RFG

Muffin Break is tops for Coffee Store satisfaction

Original article by Roy Morgan Research
Market Research Update – Page: Online : 30-Oct-17

A Roy Morgan Single Source survey has found that Muffin Break is Australia’s best coffee/doughnut store, with a customer satisfaction rating of 87.3% in September 2017, putting the chain ahead of Donut King on a customer satisfaction rating of 86.3%. Although both have performed strongly so far in 2017, their customer satisfaction ratings in September are slightly down on a year ago, whereas the chasing pack have all increased their performance over the last year. In third place is Donut King stablemate Gloria Jean’s with a customer satisfaction rating of 83.0%, just ahead of this year’s big improvers Starbucks Coffee on 81.5% which has improved customer satisfaction by an impressive 9.1% over the past 12 months. Roy Morgan Research CEO Michele Levine says Muffin Break won the Annual Roy Morgan Customer Satisfaction Award for the first time in 2016 and a series of strong performances so far in 2017 have put the coffee shop in the box seat to repeat this success.

CORPORATES
ROY MORGAN RESEARCH LIMITED, MUFFIN BREAK PTY LTD, DONUT KING, GLORIA JEAN’S COFFEES PTY LTD, STARBUCKS COFFEE COMPANY (AUSTRALIA) PTY LTD

Coffee Club franchisee accused of 457 visa rorts

Original article by David Marin-Guzman
The Australian Financial Review – Page: 6 : 4-May-17

The Fair Work Ombudsman is prosecuting a cafe franchisee for exploiting a foreign employee who was recruited on a 457 visa. Saandeep Chokhani, a Brisbane-based Coffee Club franchisee, has been accused of underpaying the 457 visa holder. It has also been alleged that Chokhani told the employee that his visa would be cancelled if he did not repay some $A18,000 of his wages. A cafe was fined more than $A530,000 earlier in 2017 for exploiting 457 visa holders via a cashback arrangement.

CORPORATES
AUSTRALIA. FAIR WORK OMBUDSMAN, THE COFFEE CLUB PTY LTD, FEDERAL CIRCUIT COURT OF AUSTRALIA

What a difference a decade makes: our changing culinary habits and attitudes

Original article by Roy Morgan Research
Market Research Update – Page: Online : 16-Mar-17

A Roy Morgan Single Source survey has found that 58.9% of Australians aged 14+ visited a cafe for coffee or tea at least once in an average three months in the year to December 2016. This compares with 51.1% in the year to December 2006. The survey also shows that the number of Australians who visit a cafe for a snack or meal at least once per quarter has risen from 40.8% to 48.2% over this period. Likewise, the number of Australians who go to a pub for a meal has risen from 38.8% to 44.5%, while dining at licensed restaurants has increased from 50.6% to 54.7%.

CORPORATES
ROY MORGAN RESEARCH LIMITED

Cafe owners no fans of Grand Final public holiday

Original article by Lucille Keen
The Australian Financial Review – Page: 1 & 9 : 5-Oct-15

Port Melbourne cafe Noisette had lower patronage during the AFL Grand Final long weekend, and owner Stephane Bordes says he may have to impose a customer surcharge to cover the high wages costs on public holidays. Bordes says patronage was low during the morning of the Grand Final Eve public holiday, but picked up in the afternoon. Vanilla Lounge in Oakleigh does not impose a surcharge, but owner Helen Spanos says the cafe only just breaks even on public holidays.

CORPORATES
NOISETTE, VANILLA LOUNGE, AUSTRALIAN FOOTBALL LEAGUE, VICTORIA. OFFICE OF THE ATTORNEY-GENERAL, VICTORIA. DEPT OF STATE DEVELOPMENT, BUSINESS AND INNOVATION, AUSTRALIAN LABOR PARTY, AUSTRALIA. DEPT OF THE PRIME MINISTER AND CABINET, AUSTRALIA. DEPT OF FINANCE, RESTAURANT AND CATERING INDUSTRY ASSOCIATION OF AUSTRALIA INCORPORATED

Caffeine wars: which city is Australia’s coffee capital?

Original article by Roy Morgan Research
Market Research Update – Page: Online : 24-Mar-15

A Roy Morgan Single Source survey has found that 56.8 per cent of Australians aged 14+ visited a cafe in an average three-month period in the year to December 2014, compared with 53.7 per cent in 2010. The survey also shows that 38.4 per cent of the population bought fresh coffee in any given four weeks in 2014, up from 36.3 per cent in 2010. Meanwhile, 63.3 per cent of Melburnians pay at least one visit to a cafe for coffee or tea in an average three months, ahead of Hobart residents (62.7 per cent) and Sydneysiders (61 per cent)

CORPORATES
ROY MORGAN RESEARCH LIMITED