Hello, this survey is about getting to know your experiences within Costa Coffee and Wondered if you could

spare a few minutes to give me your comments?

Which category describes your age? Younger than 18 18 - 24 25 - 34 35 - 55 55+

Roughly How Many Times Do You Go To Costa Coffee A Month?

0 1 2-4 5-7 8-10 10+

Do you stay in or take away?

Stay In Take Away Both

How frequently do you purchase from Costa Coffee? More than once a day Once a day More than 3 times a week Once a week Less than 4 times a month

Other

Which coffee shop do you like best? Costa Starbucks Nero Coffee Rouge Lavazza illy Other

Please list the key reasons for choosing the coffee shop you mentioned above.

Following is a list of phrases that have been used to describe Costa Coffee. Please indicate which of these you believe could describe the Costa Coffee (maximum: 3 phrases) High quality coffee Convenient (e.g. easy to find, has many shops...) Using fair trade and rain forest alliance products Ethical brand Comfortable environment Long history Popular coffee shop

Using eco-take away material (e.g. cups, bags,napkins...) Reasonable prices Friendly customer service Charity partner (e.g. established Costa Foundation) Other

How would you rate your level of satisfaction with Costa? Highly satisfied Somewhat satisfied Neutral Somewhat dissatisfied Highly dissatisfied

How important are the following factors in the purchase of Costa Coffee? Not at all important Friendly customer service Quick customer service Comfortable environment Clean environment Coffee taste High quality foods Reasonable prices Ethical brand (e.g. working with charity, using ethical labelled coffee) Being a environmentallyfriendly coffee shop (e.g. Slightly important Some importance Important Very important

recycling, use ecotakeaway cups & bags...)

How would you rate the friendliness and helpfulness of our baristas during your visit? How would you rate the speed of service during your visit? How would you rate the quality of the drink you purchased? How would you rate the quality of the food you purchased? (Please leave blank if you did not purchase any food) How would you rate the cleanliness of the store?

Any suggestions ?

How likely are you to continue shopping with Costa Coffee? Very likely Likely Neutral Unlikely Very unlikely

How likely is it that you would recommend our Costa to a friend or colleague? Very likely Likely Neutral Unlikely Very unlikely