Customisation shaping Zarraffa’s coffee culture

Zarraffa’s Coffee has coined the term, ‘the Zarraffa’s experience’, aiming to raise its customers’ and franchisees’ satisfaction. CEO Marnie Sheldon spoke to Convenience World about Zarraffa’s continued investment in its value offer for staff and customers, sourcing quality coffee, and the future for the coffee, cafe and foodservice sectors.

Established in 1996, Zarraffa’s Coffee has more than 70 stores across Queensland, NSW and Western Australia.

Serving up handcrafted, specialty coffee, other hot and cold beverages and a range of food options for all times of the day, Zarraffa’s Coffee roasts and blends all its coffee on-site at its national head office and roastery in south-east Queensland.

Celebrating 26 years in business in 2022, the proudly Australian owned and operated company supports what it describes as its family of small-business owners, many of whom are multi-store owners and local employers.

With its drive-through and convenience offering, Zarraffa’s Coffee has navigated the Covid-19 pandemic with no impact on growth.

“Coffee remains one of Australia’s everyday luxuries and while our hot drinks offering remains strong, we’ve found that our customers are also seeking us out for our cold drink ranges and our food,” Zarraffa’s CEO Marnie Sheldon said.

“We took notice of the fact that a simple cup of coffee had a huge impact on the lives of our customers, especially during the lockdowns.”

Zarraffa’s Coffee has spent much time over the past 24 months on research to understand how it can better provide for its customers.

“We’ve coined the result, ‘the Zarraffa’s experience’,” Ms Sheldon said, “and the management team, supported by our franchisees, have been working hard behind the scenes to deliver initiatives to improve our customer and franchisee experience.

“Quality ingredients have always been core to our business – especially our coffee, perfected through an award winning roastery process.”

Read the interview in full in the January/February issue of Convenience World.

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