Timmie’s tops in customer satisfaction

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Timmie’s tops in customer satisfaction

Starbucks and Tim Horton’s lead in Canada

TORONTO April 8th, 2016 - In a random sampling of public opinion taken by the Forum Poll™ among 1326 Canadian adults, Tim Horton’s is seen to have the best customer satisfaction among Canada’s leading coffee shops, and it is closely followed by Starbucks, which, however, draws fewer customers.

Overall, more than 8-in-10 Canadians are satisfied with Tim Horton’s (82%), and as many as one half are “very satisfied” (52%). Incidence of visiting Tim’s is close to universal (89%). Average score for Tim’s is 3.3 out of 4.0.

About one half of Canadians have visited a Starbuck’s (49%) and more than 8-in-10 of these patrons are satisfied (82%), although somewhat fewer than at Tim Horton’s are “very satisfied” (42%). Starbucks’ average satisfaction score is 3.2 out of 4.0.

After these two market leaders, Second Cup, visited by about one quarter (27%), is seen to be satisfactory among 8-in-10 (81%), and just fewer than 4-in-10 are “very satisfied” (42%). The average score for Second Cup is 3.1 out of 4.0.

AL Van Houtte is visited by very few as a Quebec regional chain (7%), but it scores three quarters for satisfaction (76%) and one quarter for “very satisfied” (26%). Its average score is 3.1.

Timothy’s (visited by one tenth, or 11%) has a satisfaction score of 7-in-10 overall (71%), while more than a third are “very satisfied” (36%). Average satisfaction score for Timothy’s is 2,9 out of 4.0.

Coffee Time falls at the bottom of this list, visited by about one tenth (9%) and seen to be satisfactory by just two thirds (62%), while as few as 3-in-10 find them very satisfactory (29%). Their average score is just 2.7 out of 4.0.

 “It wouldn’t be too hard to guess the results of this survey, given Canadians’ attachment to the iconic status of Timmie’s. Starbucks may have more blends, and others may sell a product more closely resembling coffee, but it is to Tim’s that Canadians turn when they need a coffee fix (and don’t forget the crullers),” said Forum Research President, Dr. Lorne Bozinoff.

Lorne Bozinoff, Ph.D. is the president and founder of Forum Research. He can be reached at lbozinoff@forumresearch.com or at (416) 960-9603.