CUSTOMER FEEDBACK REPORT
█████ Café — Customer Feedback
restaurant · monthly · 50 responses of ~320 (16% response rate) · Good confidence
Campaign window: 27 May 2026, 9:49 pm — ongoing (SGT)
Responses from 10 Jun 2026, 9:49 pm to 4 Aug 2026, 9:49 pm (SGT)
Analysis as of 5 Aug 2026, 9:49 pm (SGT)
EXECUTIVE SUMMARY
Based on 50 responses from an audience of about 320, customers rate this 4.2 out of 5 overall, with a Net Promoter Score of +38 — a healthy result. The most promising place to focus is speed of service: it tracks most closely with overall satisfaction, yet it's among your lower scores. Your clearest strength to protect is food & drink quality — closely linked to satisfaction and something you do well.
In customers' words: Customers adore the coffee, bakes and the by-name welcome — but weekend waits are the one thing testing their patience.
Overall satisfaction
4.2
out of 5
Net Promoter Score
+38
27 promoters · 8 detractors
Health score
77
composite, 0–100
Trend vs last period
The last month (5 Jul 2026–4 Aug 2026) compared with the previous month (5 Jun 2026–5 Jul 2026). Useful for tracking whether things are moving.
Overall satisfaction
4.5
▲ +0.8 vs 3.7
Net Promoter Score
+77
▲ +97 vs -20
Over the last month, overall satisfaction rose from 3.7 to 4.5 (+0.8) out of 5. Net Promoter Score climbed from -20 to +77 (+97 points). What's working: speed of service improved (1.8 to 3.4), and service & friendliness improved (3.5 to 4.3). This compares 30 responses in the latest period with 20 before it.
Your priorities
What to act on, in order — based on which areas track most closely with your customers' overall satisfaction.
Speed of serviceFix firstscore 56
Ratings for speed of service track closely with overall satisfaction, and it's one of your lower-scoring areas — the most promising place to focus.
Food & drink qualityStrengthscore 90
Ratings for food & drink quality track closely with overall satisfaction and you score well here — a clear strength to protect and lead with.
Service & friendlinessStrengthscore 79
Ratings for service & friendliness track closely with overall satisfaction and you score well here — a clear strength to protect and lead with.
Ambience & comfortStrengthscore 79
Ratings for ambience & comfort track closely with overall satisfaction and you score well here — a clear strength to protect and lead with.
Value for moneyLower priorityscore 69
CleanlinessMaintainscore 91
Every question, scored
Average rating out of 5, with how many customers rated each area highly (4–5). n = number who answered.
Overall experience4.2 / 5 · n=50
Food & drink quality4.5 / 5 · n=50
Service & friendliness3.9 / 5 · n=50
Value for money3.4 / 5 · n=50
Speed of service2.8 / 5 · n=50
Cleanliness4.5 / 5 · n=50
Ambience & comfort3.9 / 5 · n=50
Question breakdown
How respondents answered your choice and text questions.
When did you visit?
50 answered
Most picked Weekend (56% of answers).
Was this your first visit?
50 answered
Most picked No (58% of answers).
What do you usually order? (select all that apply)
50 answered · select-all
Flat white / latte
29 · 58%
Kopi / local coffee
9 · 18%
Most picked Flat white / latte (58% of answers).
How many times did you visit us in the past month?
50 answered
3.14 averagerange 1–6
How groups differ
The same feedback split by your classification questions — see which groups are happier and which need attention. Differences are associations in your data, not proven cause.
When did you visit?
Weekend
3.8/5 · NPS +4 · n=28
Weekday
4.7/5 · NPS +82 · n=22
“Weekday” respondents rate you notably higher than “Weekend” on overall satisfaction (a 0.94-point gap out of 5) — worth understanding what differs for that group, since lifting the lower group would raise your average.
Was this your first visit?
Yes
3.7/5 · NPS -29 · n=21
“No” respondents rate you notably higher than “Yes” on overall satisfaction (a 0.84-point gap out of 5) — worth understanding what differs for that group, since lifting the lower group would raise your average.
Voice of the customer
Themes pulled from the open-ended answers, with real quotes.
Coffee & bakes qualityPositive~42% of comments
“Best flat white in the neighbourhood, and the sourdough is always fresh.”
“The cakes were lovely and fairly priced.”
Warm, familiar servicePositive~27% of comments
“The baristas know my order by name — it feels like a second living room.”
“Love that they do proper kopi alongside the specialty coffee.”
Weekend & peak-hour waitsNegative~23% of comments
“Waited nearly 25 minutes for our mains on a Sunday. Kitchen looked swamped.”
“Grabbed a takeaway kopi and still queued 12 minutes. Mornings need more hands.”
Value on weekday breakfastMixed~15% of comments
“A touch pricey for a weekday breakfast, but I keep coming back.”
“Good value for the cakes; mains feel a little steep.”
Recommended next steps
1
Add a barista and a runner for the weekend peak
Speed of service is the strongest driver of overall satisfaction yet scores lowest (56/100), and nearly every negative comment is about the Saturday–Sunday 10am–1pm crush. One extra pair of hands on peak shifts is the single highest-leverage fix.
2
Set expectations on wait time at the door
First-time and weekend visitors rate you noticeably lower, largely on speed. A simple 'about 20 min for mains right now' card at the counter turns a surprise into a managed expectation and protects the score while you staff up.
3
Lead with what customers already love
Coffee, bakes and the personal welcome are your standout strengths and cleanliness is near-perfect. Feature them in your listing photos and front-of-house so the first impression matches the loyalty regulars already feel.
HOW THIS WAS ANALYSED
Built from your own respondents using established market-research methods: Net Promoter Score (the share of promoters minus detractors), key-driver analysis (how closely each area tracks with overall satisfaction), and Importance–Performance Analysis. Findings describe associations in your data, not proven cause and effect. Percentages are shown only where the base is large enough to be reliable (your base qualifies). A solid, trustworthy read of your respondents. Quoted comments have only obvious spelling and typing slips tidied up for readability — the respondent's own words and meaning are kept. Zomodus does not compare you to other businesses — this is an honest read of your customers.
DISCLAIMER
This report summarises the feedback of the 50 respondents who chose to take part (of about 320), and may not represent your full audience or customer base. It is shared to support your own judgement — not as a guarantee of outcomes — and Zomodus Pte Ltd accepts no liability for decisions taken on the basis of it. Responses are anonymous and recorded as submitted; respondent identities are not verified.
