Starbucks is losing customers due to significantly longer wait times for coffee orders, with new data revealing that one in 12 patrons now waits between 15 and 30 minutes, a stark contrast to pre-pandemic times when such delays were rare. Astonishingly, one in every 50 orders takes over 30 minutes. The root cause isn't the efficiency of the staff but rather a reduction in staffing levels, despite an expanding menu of complex drinks. This understaffing is partly driven by a predictive software that inaccurately gauges the required number of staff per shift. Additionally, a time-tracking device at drive-thru windows pressures employees to rush, further straining service quality. Customers and employees alike are frustrated, leading to a decline in satisfaction and a notable drop in sales. CEO Laxman Narasimhan acknowledges the issue, with wait times being a significant factor driving customers to competitors or opting to make coffee at home.
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