DIAGNOSTIC BRIEFING

█████ Coffee Co. — Outlet Comparison (4 branches)

restaurant · monthly · 46 signals of ~1200 (4% signal rate) · Moderate confidence

Campaign window: 6 Aug 2026, 10:45 pm — ongoing (SGT)

Signals from 10 Aug 2026, 10:45 pm to 3 Sept 2026, 10:45 pm (SGT)

Analysis as of 5 Sept 2026, 10:45 pm (SGT)

Verified Briefing

Computed by Zomodus from 46 signals — each recorded once and tamper-evident. The business cannot add, edit, or remove signals. How we count

EXECUTIVE SUMMARY

Based on 46 responses from an audience of about 1200, customers rate this 4.1 out of 5 overall, with a Net Promoter Score of +15 — positive, with clear room to grow. 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: Three of your four outlets are performing in lockstep — Jurong East is the clear outlier, pulled down by speed and service, and it's where one intervention would lift the group average the most.

Z-ECM SCORE

78/100

Solid

Z-ECM — Z-Empirical Consistency Metric · measured from your customers' own responses, tamper-evident. How we count

Overall satisfaction

4.1

out of 5

Net Promoter Score

+15

20 promoters · 13 detractors

At a glance

The comparison first — the whole story in one table, before the detail below.

Outlet — per-outlet comparison

	Signals	Overall	NPS
OrchardTop	12	4.6	+58
Tampines	11	4.5	+55
Katong	11	4.3	+27
Jurong EastNeeds attention	12	3.2	-75

Orchard leads Jurong East by 1.4 on Overall — lifting the lowest group raises your overall average the most.

Your priorities

What to act on, in order — based on which areas track most closely with your customers' overall satisfaction.

Speed of serviceFix firstscore 70

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.

Value for moneyFix firstscore 69

Ratings for value for money track closely with overall satisfaction, and it's one of your lower-scoring areas — the most promising place to focus.

Food & drink qualityStrengthscore 87

Ratings for food & drink quality 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.

Service & friendlinessLower priorityscore 75

CleanlinessMaintainscore 86

Every question, scored

Average rating out of 5, with how many customers rated each area highly (4–5). n = number who answered.

Overall experience4.1 / 5 · n=46

72% rated 4–5

Food & drink quality4.3 / 5 · n=46

89% rated 4–5

Service & friendliness3.7 / 5 · n=46

67% rated 4–5

Value for money3.5 / 5 · n=46

57% rated 4–5

Speed of service3.5 / 5 · n=46

57% rated 4–5

Cleanliness4.3 / 5 · n=46

89% rated 4–5

Ambience & comfort3.9 / 5 · n=46

67% rated 4–5

Voice of the customer

Themes pulled from the open-ended answers, with real quotes.

Consistent brand strengthPositive~40% of comments

“The same good coffee as the other branches.”

“Warm team, great kopi and quick service even on weekends.”

Jurong East — speed & service gapNegative~30% of comments

“Nearly 20 minutes to order — the queue barely moved and staff seemed rushed.”

“Long wait and only one person on the till at lunch.”

Orchard flagship sets the barPositive~18% of comments

“Fast, friendly and the flat white is flawless — the flagship really sets the bar.”

Weekend peaks across the groupMixed~12% of comments

“Weekend wait can creep up.”

“Service stretched at brunch peak.”

Each figure is the share of replies that mention that theme — one reply often touches several, so they overlap and don't add up to 100%.

Recommended next steps

Fix staffing at Jurong East first

Jurong East trails the group on overall satisfaction and NPS, and the gap is almost entirely speed and service — its coffee and bakes score in line with the others. Its comments point to a single under-staffed till at peak. One scheduling change there moves the whole portfolio's average more than any group-wide programme.

Copy the Orchard playbook to the outlier

Orchard leads on exactly the two attributes Jurong East trails — speed and service — while everything else is even across branches. Whatever Orchard does at peak (staffing pattern, order flow) is the template to transplant, not a fresh fix to invent.

Watch the shared weekend peak

Even the strong branches show a mild weekend/brunch-peak dip. It's minor today, but it's the common thread — a light group-wide look at weekend rostering keeps the three leaders from drifting toward the outlier.

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 reasonable read. The headline patterns are trustworthy; treat small gaps with care. 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 Briefing summarises the signals of the 46 respondents who chose to take part (of about 1200), 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. Signals are anonymous and recorded as submitted; respondent identities are not verified.