We often talk about what customers love about our cafes, how to keep them coming back. How to build loyalty and community. Rarely do we discuss their pet peeves. Those little things that put them off. We know you can’t improve on something if you don’t know what the problem is. So, with this in mind we decided to get to the bottom of what really gets under customers’ skin. We conducted a survey asking our community coffee lovers what irritates them most when visiting a cafe.
Some of the answers were predictable, others surprising, but all are important to create the best possible experience for every single customer who walks through our doors.
“Every detail matters, from the feel of the cup in a customer’s hand to the warmth of the welcome they receive. Small improvements can transform a visit from ordinary to unforgettable.”
What the survey revealed
We started by gathering ideas from the P&R Roastery team, used these ideas to prompt a reaction from customers, then allowed them to expand and plot their own Pet Peeves. The results revealed a clear hierarchy of cafe frustrations. Here is how they ranked:
1. Inconsistent coffee quality
This topped the list by a wide margin. Respondents repeatedly called out burnt coffee, weak brews, drinks that were either lukewarm or scalding and milk frothed to the wrong temperature. Many said coffee quality was their absolute number one pet peeve and that even if the atmosphere and service were perfect, bad coffee would still ruin the entire experience. CAFE OWNERS if there’s only one takeaway from this piece, ensure your coffee is consistently delicious!
2. Wobbly or sticky tables
A surprisingly high number of people put this near the top. Whether it is trying to balance a flat white on an uneven surface or resting your arm on something tacky, it is a fast way to turn a spot to linger to “can we leave now?”
3. Poor acoustics
When background noise drowns out conversation, frustration builds fast. Many respondents described cafes where the echo and clatter made it impossible to hear the person across the table.
4. Slow service or long wait times
Patience wears thin when coffee takes too long to arrive, especially during peak hours. This was one of the most consistent complaints.
5. Unclean restrooms
This came up often, and one respondent even joked they would “click it twice” if they could. It is a dealbreaker for many customers.
6. Bad lighting and ambience
Too dim, too harsh or simply unwelcoming lighting made the list. It might seem minor, but it can affect how people feel about their coffee moment. We wrote more about lighting here.
7. Limited seating or overcrowding
This frustration speaks to comfort and accessibility. When customers feel cramped or can’t find a seat, they are less likely to hang around or return.
8. Bad signage and clutter
Poorly placed menus, confusing layouts and general visual clutter were also mentioned though less frequently than other issues.
The “other” pet peeves
When we asked customers to share other pet peeves, they spilled the beans (Sorry bad puns were included in their feedback) and revealed something juicier. Apart from the abovementioned, customers also feel the ick when there are:
- Dogs in the wrong places
We love it when cafes are dog-friendly. But it’s a different conversation if pups are sitting on chairs meant for people or when cafe staff are petting them then return to service without washing their hands. This was an instant “never again” moment. - Unfriendly or disengaged staff
A lack of greeting, a bored tone or the feeling that staff would rather be anywhere else left a lasting negative impression. Hospitality, after all, is more about setting the tone for the entire visit rather than just delivering a drink. Your customer must feel welcomed and heard. - Orders arriving at different times
Few things break the flow of a shared meal like one person getting their flat white while their friend waits ten minutes for toast. Coffee and food not arriving together was mentioned repeatedly as a source of irritation. - Takeaway cups for dine-in customers
Several people expressed frustration about being served in disposable cups when they were clearly staying. Customers see it as wasteful and a downgrade from the comfort of a proper mug. - Mugs and cups too thin
It might seem minor, but thin mugs make hot drinks hard to hold and lose heat too quickly. For some customers, this small design flaw becomes a recurring annoyance. - QR code ordering
For some, replacing human interaction with a phone screen makes the experience feel impersonal and clunky. Not to mention QR codes are likely to have their own set of glitches like missed customisations or long waits with no updates. We get it, using self or table order solutions are becoming ubiquitous and with the challenges the hospo industry is facing, venues don't have a choice. However, choose your online service provider carefully, the workflow for customers must be as easy and seamless as if they were ordering from one of your team.
- Dirty or uncleared tables
Nothing kills the mood faster than sitting down at a table still sticky from the last customer. It sends a signal that cleanliness isn’t a priority. - Old coffee beans
Freshness is always a non-negotiable when it comes to coffee. A few respondents went deep into coffee-geek territory, calling out cafes that sell beans past their prime. - Shrinkflation
Noticing smaller portion sizes without a price drop made some customers feel shortchanged.
More than just being nitpicks, these pet peeves are personal irritations that customers remember long after they leave, they also tell their friends. It may seem like isolated cases, but taken together and once experienced by customers, they paint a clear picture: details matter and customers notice even the littlest detail.
How cafes can turn it around
Noticing and recognising these pet peeves of customers is the first step. And here’s the encouraging part: most of these issues are totally fixable. Here’s how to turn those pet peeves around:
1. Nail the brew
It starts with quality beans and, of course, well-trained baristas. The right training ensures every shot is pulled just right, milk is perfectly textured, and service feels genuinely warm. It’s worth the investment if you train junior staff.
2. Fix the space
Level the tables. Brighten the lighting. Give surfaces a regular refresh. Think about table placement. Can people actually have a private conversation? And, give cups the thought they deserve. There are unspoken service signals in the ambience of your cafe. Just read the room.
3. Elevate the service
Intentional hospitality goes a long way. Greet customers by name, deliver orders together, and pay attention to timing. Little touches like remembering a regular’s “usual” can turn casual visitors into loyal frequenters. Aim to always craft meaningful hospitality moments.
Why it matters for customers and cafes
When a cafe gets the basics right, customers walk away with more than just a drink. They leave with an experience they want to have again. And that’s when the magic happens: Happier customers come back. They tell and bring friends. They buy beans to brew at home. It’s a win for everyone.
So, even by just simply fixing that wobbly table, turning the music into the right volume or making sure you put a smile on your face every time you greet a customer, you are making a huge difference in how every cafe-goer experiences your cafe.
A friendly challenge for cafe owners
Pet peeves don’t have to be pitfalls. They can be a blueprint for building a standout coffee spot. In fact, you can turn them into a checklist that you can follow to keep improving your cafe experience that people love:
1. Take a walk through your space as if you are a first-time visitor.
2. Support and train your team. They are the heart of your cafe.
3. Pay attention to feedback. It can guide the fastest improvements.
4. Keep your space clean, comfortable and welcoming at all times.
5. Make sure your coffee is consistent from the first cup of the day to the last.
Every detail matters, from the feel of the cup in a customer’s hand to the warmth of the welcome they receive. Small improvements can transform a visit from ordinary to unforgettable. When cafes invest in quality coffee, a welcoming space and a team that cares, they build more than a business. They create a place people want to return to again and again.
Together, let’s make every coffee-lover #DrinkBetterCoffee.
