Starbucks is making significant changes to its service model by reintroducing self-serve milk and sugar stations across all stores by early 2025.
Originally removed during the pandemic to prevent virus transmission through shared surfaces, this decision now reflects a broader strategy by CEO Brian Niccol to alleviate barista workloads, reduce wait times, and improve customer experience.
With over 30% of orders now coming from mobile apps, Starbucks has faced operational challenges in keeping up with complex, highly-customised orders. Many of these customisations, which can add to baristas' tasks during busy times, are expected to be simplified as self-serve stations allow customers more control over their orders.
This move is part of Starbucks’ larger restructuring aimed at enhancing both customer satisfaction and employee support.
Alongside self-serve stations, the company is reducing menu complexity and reintroducing handwritten names and comfortable seating in its cafes to recreate the “coffeehouse feel.”
As part of its broader shift, Starbucks is also working to improve staffing during peak hours to handle the increased demands of both digital orders and in-store traffic.
While these updates are designed to streamline service and enhance the overall Starbucks experience, some employees express concern that more staff is still needed for peak times, particularly to manage station cleaning and restocking.
Source:
CNN
