Starbucks’ Service Speed Crisis - Why Customers Are Jumping Ship

Starbucks’ Service Speed Crisis - Why Customers Are Jumping Ship

Starbucks is losing customers due to significantly longer wait times for coffee orders, with new data revealing that one in 12 patrons now waits between 15 and 30 minutes, a stark contrast to pre-pandemic times when such delays were rare. Astonishingly, one in every 50 orders takes over 30 minutes. The root cause isn't the efficiency of the staff but rather a reduction in staffing levels, despite an expanding menu of complex drinks. This understaffing is partly driven by a predictive software that inaccurately gauges the required number of staff per shift. Additionally, a time-tracking device at drive-thru windows pressures employees to rush, further straining service quality. Customers and employees alike are frustrated, leading to a decline in satisfaction and a notable drop in sales. CEO Laxman Narasimhan acknowledges the issue, with wait times being a significant factor driving customers to competitors or opting to make coffee at home.

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