After Starbucks’ new chief executive Brian Niccol admitted the chain’s customers are simply not being served fast enough, it raised the question: how long is too long to wait for a coffee?
The new chief took over the chain this week after two consecutive quarters of declining sales. Not a great position to start a new job in – but Niccol has form. He turned around the fate of Chipotle Mexican Grill, after all.
Unusually for the head of such a large company, he started off by telling customers what they already know – Starbucks has lost its way. Products are inconsistent, customers wait too long for their coffee and the in-store experience leaves much to be desired.
And when so much of their business comes from customers in a rush, this is a huge problem that Niccol reckons he can fix.
Everyone’s been there – running late for an important meeting, rushing to meet a friend or on the way to a job interview – yet still debating: is there time? Can I grab that flat white?
But thanks to MailOnline, the days of analysing queue lengths, counting how many baristas are behind the counter and anxiously checking the time every few seconds could now be over.
MailOnline reporters put the UK’s top coffee chains to the test against the clock to find out which is really the fastest – and save you vital seconds on your morning coffee run.
Caffe Nero – 40 seconds
MailOnline reporter Jose Ramos was pleased with the 40-second wait at Caffe Nero
Caffe Nero was fast in their delivery, taking around a minute. The staff were straightforward and helpful and the coffee was hot – but not boiling
I was very impressed with how short the wait was for my two lattes.
The rest of our estate, nationwide, accepts card, cash and App.
As I walked in there was some nice jazz ambient music – a nice addition if you’re in a queue waiting to order your coffee – fortunately for me, it wasn’t my case.
As I am not an avid coffee drinker, whenever I feel like having a brew I will often order a decaf latte – and today was one of those days.
Having ordered it, it was time to pay for it and that is where I came to a stumbling block: I couldn’t pay with cash.
Yes, I hear you asking ‘Why are you paying with cash? What century are you on?’ and I fully agree with you, what was I thinking?
But what was done was done and had it been the case that I didn’t have my phone or wallet with me, I wouldn’t have been able to get my warm drink.
Overall it was really easy, hassle-free and all ended with a nice hot drink.
Pret A Manger – 45 seconds
Pret understood the mission: get this coffee out as soon as possible
This Pret didn’t accept cash – a spokesperson said this is an exception and most stores accept cash
It was time to put Pret a Manger to the test and see how they performed. The response time, I have to say, was solid.
I went into the cafe, ordered my drink and was out before I knew it, in around 40 seconds. I didn’t even have to do the awkward thing of waiting around and looking at my phone aimlessly while waiting for my brew.
They understood their mission: get this coffee out as soon as possible.
And when it came to pay, the hassle-free experience did not stop there. I asked to pay with cash and was able to do so with no problem whatsoever.
The drink was hot – borderline boiling – but given the speed, I’m going to have to give it a higher rating.
A spokesperson for Pret told MailOnline almost all its stores do accept cash, but this branch is an exception due to how busy it gets during rush hour.
Joe and the Juice – 4 minutes and 20 seconds
MailOnline reporter Elizabeth Haigh holds a disappointing coffee from Joe and the Juice
The store took the longest of all the high street chains – a whopping four minutes and 20 seconds
After stopping Joe and the Juice for a boost, I confess I have no idea why there are always queues of people waiting to get their lips around their plastic lids.
This wasn’t coffee I had ordered, it seemed, but overheated liquid with a bitter, acrid aftertaste.
Upon arrival there were four staff members bustling about the shop, and the woman at the counter was patiently explaining to a customer how to download the company’s app.
Once that was over, I placed my order – again, no cash allowed – and stepped to what I assumed was the collection point. Then I waited. And waited. And waited.
Although mine was the only coffee order, none of the staff members moved to make it.
Instead, the poor worker who had taken my order also had to balance making all the coffees, dealing with delivery drivers and handing out food and drink to the customers before me.
I watched as eventually, a coffee cup was placed on the machine. But after the coffee had exhausted, it was another minute before any milk was heated, and when it was, it was overfilled and began spewing down the side of the jug.
Then there was more waiting before it was poured, and more as it sat alone on the counter. I almost felt sorry for it.
Finally the piping hot concoction was put into my hand, but the nightmare wasn’t over – where were the lids?
Stumbling into the daylight five minutes later, I was eventually able to take a sip. Unfortunately, the ‘coffee’ did not redeem the service. I don’t think I’ll ever be back.
Gail’s – 1 minute and 43 seconds
Gail’s staff were very eager to help but the baristas finished their natter before serving the coffee
For Gail’s, it doesn’t just take one barista to make the perfect drink, but two: one to grind the coffee and another to pour in the milk
It might not be known far outside London, but Gail’s is swiftly emerging as the new cool kid on the block when it comes to coffee chains.
Walking in for my morning caffeine fix it was surprisingly empty, although the bakers had clearly been hard at work getting ready for the lunchtime rush.
The staff were very eager to help, pouncing the moment I entered with a friendly greeting and a smile.
My order was taken in seconds and after asking if they took cash – they don’t – I moved to the collection point.
Here, baristas stood nattering behind the coffee machine.
For Gail’s, it doesn’t just take one barista to make the perfect drink, but two: one to grind the coffee and another to pour in the milk.
Normally I’d be thrilled at the efficiency – but at 11am they were too busy chatting to each other to pour the coffee, meaning I was standing rather awkwardly waiting for them to finish whatever piece of gossip needed sharing before I could get my hands on a cup.
Perhaps not the chain for someone in a real rush, but the coffee was so good it was worth the (short) wait.
McDonald’s – 1 minute and 52 seconds
Reporter Piriyanga Thirunimalan had a quick coffee from McDonald’s – although it took a while for them to hand it to her
There was no queue in McDonald’s, which meant our reporter got her coffee in two minutes
I mean it’s a fast-food restaurant.
You would hope speed is the one thing they get right.
And to be fair to them, they did… For the most part.
Much to my delight, there was no queue at the kiosk when I entered, so I went straight up to one and ordered my drink within a matter of seconds.
Grabbing my receipt which had my order number printed on it, I eagerly waited for it to appear on the screen.
Again, in what felt like a matter of seconds, my order number ‘14’ popped up on the screen under ‘ready to collect’. I was seriously impressed.
When the McDonalds employee then walked to the counter to read out the orders, I expected mine to be next.
But this was the part that took longer than expected.
She read out someone else’s order, who did not collect it for some time. And then continued handing out other orders. And my number disappeared off the screen.
Eventually, I did get handed my coffee in just over two minutes, but I’d expected a slightly quicker service after it appeared on the screen.
Starbucks – 3 minutes and 10 seconds
Starbucks was one of the few high street branches that did allow MailOnline to pay with cash
Starbucks is not the one to go to in a hurry, coming out second-slowest in MailOnline’s poll
I was hopeful when I’d entered this Starbucks as it was a pretty small and quiet store.
There weren’t many people waiting ahead of me, and it didn’t seem like the staff were trying to juggle a ton of orders.
To spice things up a little, I ordered an oat chai latte. The order process was pretty smooth, with no-one queuing ahead of me.
The man at the till even accepted cash, which seems to be quite a big ask these days.
But after making my order, I found the wait was a lot longer than I would have liked.
I would get a little hopeful every time the barista came out with drinks, but I found myself let down many times.
I did get my drink in hand in just over three minutes, but the other coffee shops seemed to have fared a lot better.
It definitely wouldn’t be my go-to if I were in a rush on the way to work.
Crussh – 2 minutes
Reporter Chris Pollard found staff at Crussh somewhat confused by the presence of a physical customer
The branch, recently opened at High Street Kensington station, is also well-known for its juices and smoothies
This London chain is more famous for its juices and smoothies, but coffee also forms part of its core offering.
Loads of staff were busy at work blending fruits and vegetables when I entered the store, but I was the only customer in sight.
Like many places, much of their business seems to come via Deliveroo and Uber Eats these days, so they seemed a little surprised to meet a customer in person.
Despite outnumbering me four-to-one, it took a little while for the staff to break away from their tasks and acknowledge me, and when they did take my order they wouldn’t accept my cash – it’s card only.
I fear the death of folding money has been greatly exaggerated by many chains, as lots of hard-working folk still prefer or get paid in cash.
Aside from this, the server who took my order was very polite and friendly, and my coffee was ready quite quickly, though it was a little tepid.
Overall, it was a reasonably pleasant experience, and the shop had a delightfully fresh, fruity aroma, but for £3.60 I can’t help feeling that I should have been their top priority.
Costa – 1 minute and 18 seconds
Costa was praised for its dependability and was pretty quick too, at one minute 18 seconds
Staff were quick to take our reporter’s order and the coffee was hot and strong
One of the best-known names on the high street, you know what you’re getting at Costa – a strong cup of coffee for a reasonable price in a dimly-lit cafe.
Two staff were standing by when I entered, and one of them very quickly took my order while the other started preparing my drink – a great division of labour that respects my limited time.
I couldn’t help feeling the café felt a little dark and dated, with a small number of people silently occupying tables with their laptops, but that is just the Costa vibe.
When it arrived, my coffee was steaming hot and blow-your-head off strong. I know they give you two shots of espresso in an Americano, but in Costa it always tastes like three or four. Maybe it’s just their blend.
While I found the shop itself rather uninviting (the automatic entrance door was broken, with a hand-written sign in the window advising customers to ‘PUSH’), I can’t fault their level of service.
There’s a reason Costa has survived for so long. You know what you’re getting, it won’t break the bank, and you know you can be in and out with your caffeine fix within two or three minutes.
Away from the MailOnline office, travellers buying coffee at Medway Services on the M2 at Gillingham had no complaints about how quickly their drinks are made.
There are only two options at the roadside rest stop, Greggs and Costa, but the service area was relatively quiet.
Dan Dixon, 64, who was dropping his son back to Margate, Kent, from his home in Beaconsfield, Buckinghamshire, said: ‘It was perfect. I don’t normally go in for Greggs, but it is very convenient.
‘I have no complaints at all, you can’t beat the tuna crunch sandwich.’
Shane Maple, 38, had stopped in at Medway services for a Chai Latte on his way from Hemel Hempstead to Kent to visit family
Jeanette LeCarpentier, 62, was on her way down to Margate for a lunch club and was first off her coach for her Costa coffee
Steven Stumner, 53, who was also on his way to Margate along with a coach load of others, stopped into the bakery for a coffee and a doughnut.
He said: ‘It only took two minutes, there were only two other people in the queue.
‘Medway Services has always been quite good.’
Steven was on his way to the coast with a group from charity the Single Homeless Project, which he volunteers for.
He said: ‘This is an annual trip, and I have been doing it for 19 years. They’re very good here with the allergy information too.’
Shane Maple, 38, who had stopped in at the services for a Chai Latte on his way from Hemel Hempstead to Kent to visit family said: ‘It just took a couple of minutes, they had everything I ordered there was no problems.’
Dan Dixon, 64, who was dropping his son back to Margate, Kent, from his home in Beaconsfield, Buckinghamshire described his Greggs trip as ‘perfect’
Afzal Mohammad, 54, stopped in for a bite and a cup of coffee on the way to the Thanet coast
Glen Roberton, 56, who regularly travels down this stretch of motorway for his work with company Wynsdale Environmental said: ‘Service here is average.
‘But sometimes I stop in at the Starbucks on the 299 and that can be very slow.’
He got a drink from Costa at the Medway services, he said: ‘This only took five minutes, there were three people in front of me in the queue.’
Jeanette LeCarpentier, 62, was on her way down to Margate for a lunch club – fish and chips was on the menu – but she stopped in for a coffee with soy milk en route.
She said: ‘I was the first in the queue when I got off the coach, there was no one else there.
‘They had the soy milk I wanted too. I’m in a Thursday lunch club, we’re on our way to Margate.’
Afzal Mohammad, 54, was also on his way to the Thanet coast, but wanted to stop in for a bite to eat and a coffee on the way, he said:
‘It just took a minute, they had all the milks, all the sugars, all the sweeteners.
He added: ‘I’m on my way to Margate, I’ve been going for five or six years. I have stopped in here once before but I don’t really remember the service, it was a long time ago.’
All coffee shops tested were contacted for comment.