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Coastal Brew Coffee Co. Customer Experience Survey (Demo)

144 responses · Created 17 Aug 2026

AI Summary

NPS Score

-33

Calculated as the share of promoters minus the share of detractors.

From 144 responses: 27 promoters, 43 passives, 74 detractors.

CSAT Score

71%

Calculated as the average rating out of 5, converted to a percentage (× 20).

From 144 responses, average 3.5 of 5. Ratings 1 to 5: 0, 12, 63, 49, 20.

Sentiment

48% positive35% neutral17% negative

Executive Summary

Coastal Brew Coffee Co. demonstrates strong product quality and ambiance that resonate with customers, evidenced by consistent praise for coffee excellence and welcoming atmosphere. However, operational challenges are significantly undermining satisfaction and loyalty. The NPS score of -33 reflects critical pain points: morning wait times are alienating time-sensitive customers, seating capacity constraints during peak hours are creating frustration, and perceived inconsistency in food quality and service standards suggest operational strain.

Staff remain a genuine asset, with customers consistently appreciating their friendliness and knowledge, yet turnover and perceived understaffing during rush periods indicate resource constraints. Value perception is mixed and concerning—while core coffee quality earns praise, pricing is perceived as high relative to portions and experience, particularly among students and budget-conscious regulars. Without addressing operational bottlenecks and consistency, the business risks losing loyal customers to competing venues despite superior product fundamentals.

Key Findings

Service Speed — Morning rush periods are a critical failure point, with multiple customers reporting 20+ minute waits and missed train departures, directly linked to low NPS scores among frequent visitors
Seating & Space — Peak-hour crowding and insufficient seating capacity are actively discouraging repeat visits and limiting dwell time, mentioned across delivery, in-store, and online feedback
Value Perception — Pricing is perceived as steep relative to portion size and quality consistency, with particular concern from student demographics who express budget friction despite product appreciation
Staff & Turnover — While baristas are praised for knowledge and friendliness, high turnover and understaffing during rush hours are eroding the 'neighborhood feel' that originally drove loyalty
Product Consistency — Quality inconsistency in both coffee and food is noted across recent visits, with customers mentioning the experience 'isn't as good as it was a year ago' and comparing unfavorably to historical baseline
Delivery & Order Management — Pickup processes for delivery orders and mobile orders lack clear signage, workflow, and designated spaces, creating chaos during lunch and evening rushes
Plant-Based Options — Repeated requests for vegan/dairy-free food options (not just drink substitutions) indicate an unmet market demand that competitors may be capturing

Recommended Actions

Deploy a second register and dedicated barista during 7–9am weekday rush (test for 2 weeks); measure transaction times and customer satisfaction via post-purchase SMS survey
Audit and allocate 8–10 additional seats in high-traffic zones (standing tables, counter seating) within 3 weeks; reassess occupancy metrics on peak days
Introduce a simple tiered loyalty card (buy 9, get 1 free) or app-based punch system, with explicit student discount (10%) for afternoon off-peak hours, launching within 2 weeks
Conduct immediate exit interviews with recent departures and review compensation/scheduling; hire and onboard 1–2 seasonal staff by next month to reduce peak-hour bottlenecks
Launch a 'consistency audit': standardize recipes and portion sizes via barista retraining, and trial 2–3 plant-based food items (wrap, pastry, bowl) in next 10 days based on highest demand signals from survey feedback

Response breakdown

Chart style

Chart colours

How likely are you to recommend Coastal Brew to a friend or colleague?

144 responses

Average: 6.5

How satisfied were you with your most recent visit?

144 responses

Average: 3.5

How would you rate the quality of your drink or food today?

144 responses

Average: 3.8

How would you rate the value for money?

107 responses

Average: 3.0

How often do you visit Coastal Brew?

144 responses

First time20(14%)

A few times a year31(22%)

Monthly31(22%)

Weekly35(24%)

A few times a week or more27(19%)

Which location did you visit today?

102 responses

Downtown22(22%)

Riverside25(25%)

Uptown22(22%)

Ordered for delivery33(32%)

What time of day did you visit?

105 responses

Early morning (before 9am)19(18%)

Mid-morning18(17%)

Lunch14(13%)

Afternoon26(25%)

Evening28(27%)

How did you hear about us?

109 responses

Walking by26(24%)

Friend or colleague28(26%)

Instagram / social media23(21%)

Google search16(15%)

Delivery app16(15%)

What did you order today?

123 responses

Respondents could pick more than one option, so totals may exceed 123 responses.

What do you value most about Coastal Brew?

144 responses

Respondents could pick more than one option, so totals may exceed 144 responses.

Which improvements would you like to see?

78 responses

Respondents could pick more than one option, so totals may exceed 78 responses.

Rate the following aspects of your visit

144 responses

Poor

Fair

Good

Very good

Excellent

How likely are you to try a new seasonal item if we launched one?

96 responses

Average: 6.4

How satisfied are you with our online ordering experience?

48 responses

Average: 3.5

What's the one thing we could do to improve your experience?

96 responses

"Feels like corners are being cut somewhere, hard to put my finger on exactly what changed."

"Closes too early, would love later hours a few nights a week."

"Maybe a stamp card for regulars like me."

"Genuinely cannot think of anything — maybe just never change the staff, they make the place."

"Would visit way more if there were more plant-based food options, not just oat milk."

"The prices felt high for what I got. I expected more for what I paid."

"Speed things up a little in the morning and it would be perfect."

"Need more staff during rush hour."

"Please fix the morning line, I've missed my train twice waiting."

"Maybe a stamp card for regulars like me."

"A dedicated pickup shelf for delivery drivers would help."

"Maybe a bit more variety on the menu."

"Speed it up in the mornings, that is really it."

"Love the coffee itself, wish the food matched it health-wise."

"A few extra tables outside would be nice."

"Speed it up in the mornings, that is really it."

"Honestly a great first visit — maybe clearer menu signage for someone new."

"Would help to have some system for order pickup, it was chaotic."

"Would love to see seasonal specials rotate more often."

"It's not quite what it used to be a couple years ago, mostly new faces now."

"Love the vibe but it is genuinely a stretch price-wise some weeks."

"A dedicated mobile pickup line would help a lot."

"Nothing stood out as needing fixing yet."

"Not much, it's solid whenever I stop by."

"Maybe a bit more variety on the menu."

"The prices felt high for what I got. I expected more for what I paid."

"Please fix the morning line, I've missed my train twice waiting."

"Wifi drops occasionally during video calls, would love it more stable."

"Honestly can't think of much — maybe stay open a little later on weekends?"

"A student discount or punch card would make me come way more often."

"The pastry case is very butter-and-sugar heavy — some lighter options would help."

"Feels less personal than it used to, but still decent coffee."

"A dedicated pickup shelf for delivery drivers would help."

"Prices add up fast for a student budget — even small discounts would help a lot."

"Would love to see seasonal specials rotate more often."

"Extended hours would make this my regular evening spot."

"A few more outlets near the tables would help."

"Feels like corners are being cut somewhere, hard to put my finger on exactly what changed."

"Closes too early, would love later hours a few nights a week."

"Love the vibe but it is genuinely a stretch price-wise some weeks."

"Would visit way more if there were more plant-based food options, not just oat milk."

"Honestly can't think of much — maybe stay open a little later on weekends?"

"Used to be my go-to but the wait times have crept up a lot recently."

"Honestly a great first visit — maybe clearer menu signage for someone new."

"A student discount or punch card would make me come way more often."

"It is not as good as it was a year ago — quality feels inconsistent lately."

"Honestly can't think of much — maybe stay open a little later on weekends?"

"More seating on weekends, it gets crowded."

"Hard to say after one visit, but maybe clearer menu signage."

"It's not quite what it used to be a couple years ago, mostly new faces now."

"The pickup process for delivery orders is confusing, no clear line or signage."

"Otherwise it's my go-to work spot."

"A dedicated pickup shelf for delivery drivers would help."

"If anything, more seating so I can chat with the baristas longer without holding up a line."

"It is not as good as it was a year ago — quality feels inconsistent lately."

"Prices are steep for someone on a student budget."

"Would love to see the original team back, or at least more consistency."

"Love the vibe but it is genuinely a stretch price-wise some weeks."

"Honestly can't think of much — maybe stay open a little later on weekends?"

"Orders sit for a while before anyone flags them as ready."

"More plant-based food, not just drink substitutions."

"Would love to see seasonal specials rotate more often."

"Nothing really, I'm just happy it exists in my neighborhood."

"The pickup process for delivery orders is confusing, no clear line or signage."

"Mobile order pickup could be faster or clearer about where to stand."

"Honestly a great first visit — maybe clearer menu signage for someone new."

"Would visit way more if there were more plant-based food options, not just oat milk."

"Would help to have some system for order pickup, it was chaotic."

"Nothing really, I'm just happy it exists in my neighborhood."

"Love the coffee itself, wish the food matched it health-wise."

"The prices felt high for what I got. I expected more for what I paid."

"Would have liked a bit more guidance on the different roast options since I was overwhelmed at first."

"A student discount or loyalty program would make a big difference."

"Waited almost 20 minutes for a single coffee — that's not reasonable for how busy it was."

"Need more staff during rush hour."

"Mobile order pickup could be faster or clearer about where to stand."

"Feels like corners are being cut somewhere, hard to put my finger on exactly what changed."

"Genuinely cannot think of anything — maybe just never change the staff, they make the place."

"Would have liked a bit more guidance on the different roast options since I was overwhelmed at first."

"Genuinely cannot think of anything — maybe just never change the staff, they make the place."

"Line moves slow before 8am, could use another register."

"Wifi drops occasionally during video calls, would love it more stable."

"Line moves slow before 8am, could use another register."

"Nothing major, just keep experimenting with new drinks."

"Wish it stayed open past closing for evening study sessions."

"More plant-based food, not just drink substitutions."

"More seating on weekends, it gets crowded."

"Wifi drops occasionally during video calls, would love it more stable."

"Quality was slightly inconsistent compared to my last visit, but still excellent."

"More plant-based food, not just drink substitutions."

"Hard to say after one visit, but maybe clearer menu signage."

"Please fix the morning line, I've missed my train twice waiting."

"Would help to have specials posted more visibly."

"Maybe a stamp card for regulars like me."

"A student discount or loyalty program would make a big difference."

"Hard to say after one visit, but maybe clearer menu signage."

What do you love most about Coastal Brew?

98 responses

"The original reasons I started coming are still true, mostly."

"Calmer atmosphere at night, really enjoy it."

"The staff know my order by now, it feels like a neighborhood spot."

"The people. Full stop. I come back because of how the staff treat everyone."

"Oat milk option is great and does not taste like an afterthought."

"The space itself is nice, I will give it that."

"Great place to unwind after work."

"I come here almost every day, the coffee is consistently great."

"Good coffee when I actually get it in time."

"Best espresso in the area, hands down."

"Convenient to order without leaving the office."

"The coffee quality is genuinely excellent, that part is not in question."

"Reliable option when I'm in the area."

"Reliable, that is what matters to me most."

"It feels like a neighborhood spot because of the team, not just the coffee."

"Like the space, just wish the food menu worked for me."

"Really cozy atmosphere on weekends."

"The espresso was noticeably better than my usual place, will be back."

"Not much stood out honestly."

"Convenient to order without leaving the office."

"Loyal customer for years, the coffee itself hasn't slipped."

"Great spot to study, nobody rushes you out."

"When it's not busy, the coffee is genuinely great."

"Coffee was solid, good energy in the space."

"Reliable option when I'm in the area."

"Nice enough spot for an occasional stop."

"Not much stood out honestly."

"When it's not busy, the coffee is genuinely great."

"Quiet enough to focus, coffee keeps me going."

"The consistency. Every single visit is great, which is rarer than you would think."

"Wifi is solid and there is always a table if you come early enough."

"Like the space, just wish the food menu worked for me."

"Love the ambiance, great place to relax with a book."

"The coffee quality is genuinely excellent, that part is not in question."

"Good history with this place, hoping it gets back to how it was."

"When it arrives fresh, it's great coffee."

"The atmosphere is perfect for getting work done."

"Genuinely one of the best independent coffee shops I've been to."

"Nice quiet vibe in the evening when it's not busy."

"Love the ambiance, great place to relax with a book."

"Good mix of energy and quiet for working."

"The original reasons I started coming are still true, mostly."

"The atmosphere is perfect for getting work done."

"Great place to unwind after work."

"The coffee quality is genuinely excellent, that part is not in question."

"It's become part of my morning routine — genuinely look forward to it."

"The original reasons I started coming are still true, mostly."

"Great spot to study, nobody rushes you out."

"Still love the space itself, that has not changed."

"The consistency. Every single visit is great, which is rarer than you would think."

"Love the ambiance, great place to relax with a book."

"Loyal customer for years, the coffee itself hasn't slipped."

"Food travels well, still warm on arrival."

"My unofficial office two days a week."

"Food travels well, still warm on arrival."

"Still love the space itself, that has not changed."

"Great place to study, good vibe."

"The atmosphere is perfect for getting work done."

"It's become part of my morning routine — genuinely look forward to it."

"My oat latte tastes exactly the same every time, and the staff remember my order."

"I come here almost every day, the coffee is consistently great."

"When it arrives fresh, it's great coffee."

"Reliable, that is what matters to me most."

"The espresso was noticeably better than my usual place, will be back."

"Good history with this place, hoping it gets back to how it was."

"Not much stood out honestly."

"Coffee is tasty, just wish it were cheaper."

"It's become part of my morning routine — genuinely look forward to it."

"The coffee quality is genuinely excellent, that part is not in question."

"Not much stood out honestly."

"Oat milk latte is great when I can get it."

"Still my favorite coffee in the neighborhood, even with the changes."

"Calmer atmosphere at night, really enjoy it."

"Convenient to order without leaving the office."

"The space itself is nice, I will give it that."

"I come here almost every day, the coffee is consistently great."

"Exceeded what I expected from the photos online — the space feels even better in person."

"It feels like a neighborhood spot because of the team, not just the coffee."

"Great place to study, good vibe."

"Coffee is good and it is on my way to the train."

"My unofficial office two days a week."

"Genuinely one of the best independent coffee shops I've been to."

"Calmer atmosphere at night, really enjoy it."

"Like the space, just wish the food menu worked for me."

"Perfect spot for a lazy Saturday morning."

"My unofficial office two days a week."

"Genuinely one of the best independent coffee shops I've been to."

"I come here almost every day, the coffee is consistently great."

"Good coffee options for dietary restrictions at least."

"Every drink I've tried has been thoughtfully made."

"When it's not busy, the coffee is genuinely great."

"Friendly welcome for a first-time visitor."

"Really cozy atmosphere on weekends."

"Genuinely one of the best independent coffee shops I've been to."

"Coffee was solid, good energy in the space."

"Good coffee options for dietary restrictions at least."

"Good mix of energy and quiet for working."

Any comments about our staff?

97 responses

"Staff turnover seems high lately — used to know everyone by name, now it is mostly new faces."

"Small evening crew but always pleasant."

"They remember details about my life, which sounds small but means a lot."

"One person was helpful, but overall it felt understaffed."

"Every single one of them deserves a raise, honestly."

"Small evening crew but always pleasant."

"A couple of the regular baristas are fantastic."

"Friendly, just stretched too thin."

"They seem overwhelmed most mornings."

"The one time I picked up myself, staff was nice."

"Pleasant on the visits I remember."

"Fine, no complaints."

"Staff were happy to answer questions about ingredients, appreciated that."

"A couple of the regular baristas are fantastic."

"Fine, no strong impression either way."

"Efficient when they are not slammed."

"Every single one of them deserves a raise, honestly."

"Always pleasant on the weekends."

"Patient with all my questions as a first-timer, really appreciated that."

"Staff seemed overwhelmed and a bit short with people."

"Top-tier hospitality."

"Never had a bad interaction, pretty low-key which I like."

"Not enough people on shift during rush."

"No complaints."

"Nice enough, didn't stand out either way."

"Miss the old crew, but the new folks are trying."

"Staff seemed overwhelmed and a bit short with people."

"Friendly, just stretched too thin."

"No complaints."

"Consistently friendly, even when it's slammed."

"Friendly enough, not overly chatty which suits me fine while I am working."

"Staff were happy to answer questions about ingredients, appreciated that."

"New staff seem less familiar with regulars, understandably."

"Friendly enough, not overly chatty which suits me fine while I am working."

"Small evening crew but always pleasant."

"No issues at all."

"No complaints."

"Staff turnover seems high lately — used to know everyone by name, now it is mostly new faces."

"No issues."

"Never had a bad interaction, pretty low-key which I like."

"Consistently friendly, even when it's slammed."

"Individually still friendly, just less familiar than it used to feel."

"Friendly without being pushy about recommendations."

"The team is fantastic, especially in the mornings — always upbeat."

"No complaints."

"Nice enough, didn't stand out either way."

"The one time I picked up myself, staff was nice."

"Friendly and low-key, exactly what I need while working."

"Patient with all my questions as a first-timer, really appreciated that."

"Never really interact with staff since I order for delivery."

"Every single one of them deserves a raise, honestly."

"Staff turnover seems high lately — used to know everyone by name, now it is mostly new faces."

"No complaints about the staff."

"Consistently friendly, even when it's slammed."

"Never really interact with staff since I order for delivery."

"Staff are helpful about allergen questions."

"Consistently friendly, even when it's slammed."

"Great people, though I notice new faces often."

"Pleasant on the visits I remember."

"Fine, no complaints."

"Staff were happy to answer questions about ingredients, appreciated that."

"Lots of turnover lately, don't recognize most of the team anymore."

"Never had a bad interaction, just the prices sting."

"Staff seemed overwhelmed and a bit short with people."

"The team is fantastic, especially in the mornings — always upbeat."

"Nice relaxed vibe from the staff too."

"Staff are helpful about allergen questions."

"New staff seem less familiar with regulars, understandably."

"Relaxed and friendly during the evening shift."

"Hard to say, mostly deal with the app."

"Friendly enough."

"One person was helpful, but overall it felt understaffed."

"Nice enough, didn't stand out either way."

"Efficient when they are not slammed."

"Individually still friendly, just less familiar than it used to feel."

"A couple of the regular baristas are fantastic."

"Every single one of them deserves a raise, honestly."

"Patient with all my questions as a first-timer, really appreciated that."

"Every single one of them deserves a raise, honestly."

"Efficient when they are not slammed."

"Friendly and low-key, exactly what I need while working."

"Never had a bad interaction, just the prices sting."

"Clearly passionate about coffee, great conversations about the beans."

"Accommodating when I ask about ingredients."

"Never rush me even when I camp out for hours."

"Knowledgeable staff, love talking to them about the menu."

"Nice enough, didn't stand out either way."

"Knowledgeable staff, love talking to them about the menu."

"They seem overwhelmed most mornings."

"Nice relaxed vibe from the staff too."

"Knowledgeable staff, love talking to them about the menu."

"No complaints."

"Helpful when I asked questions about the menu."

"Friendly and low-key, exactly what I need while working."

"No complaints."

Anything else you'd like to share?

34 responses

"Please tell the team someone appreciates them!"

"More vegan food options would go a long way."

"Disappointing given how much I had heard about this place."

"Would visit way more if there were real vegan food options."

"Excited to try more of the menu next time!"

"Would love a loyalty program, feels like it is missing."

"Been coming for years, hope the staffing situation stabilizes."

"Might give it one more try before writing it off completely."

"I want to keep coming but the wait is becoming a dealbreaker."

"Thank you for being a genuinely nice place to start the day."

"Would visit way more if there were real vegan food options."

"Wish there were more seats on busy weekends."

"More vegan food options would go a long way."

"Keep doing what you are doing!"

"Excited to try more of the menu next time!"

"Loyal customer, just noticing some changes lately."

"Chaotic pickup area during lunch rush."

"Consider student pricing for slow afternoon hours?"

"Keep doing what you are doing!"

"Excited to see what they do with a rotating seasonal item."

"Thank you for being a genuinely nice place to start the day."

"Loyal customer, just noticing some changes lately."

"Might give it one more try before writing it off completely."

"Disappointing given how much I had heard about this place."

"Just need it faster in the AM rush."

"Please tell the team someone appreciates them!"

"Excited to try more of the menu next time!"

"A loyalty program would genuinely change how often I come."

"Please consider staying open later, even just an extra hour."

"First time here, pleasantly surprised."

"Wish there were more seats on busy weekends."

"Don't come often but always satisfied when I do."

"First time here, pleasantly surprised."

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