KUWAIT CITY, Kuwait. 9 May 2024 – The Jollibee Group’s global brand for coffee and tea, The Coffee Bean & Tea Leaf® (CBTL), has recently been cited as among the Top 10 Brands in Kuwait, according to the 2023 Service Hero Customer Satisfaction Index (CSI) Awards. CBTL has also been ranked Top 1 in the Café Category.

The CSI Awards is an annual recognition program that honors companies in Kuwait that deliver exceptional customer service. Over 500 brands across 20 categories were surveyed.

The CSI measures three key service factors: expectations, overall satisfaction, and likelihood to recommend. It also measures a number of service dimensions such as staff, location, product quality, value for money, speed, reliability, location, fixing complaints, call center, digital and delivery services.

John in de Braekt, Global CEO of The Coffee Bean & Tea Leaf®, commends the CBTL team in Kuwait: “We are incredibly proud of our team in Kuwait for earning this recognition. Their dedication for providing exceptional service and high-quality coffee and tea experiences underscores our core values and rich heritage of serving the best specialty coffee and tea at the highest quality with care in every cup.”

CBTL was first launched in Kuwait in 2004 with the brand’s Kuwaiti international franchise partner, Abdulghani Al Ghunaim, Chairman of Al-Ghunaim Trading Co. Ltd. CBTL has 73 cafes in Kuwait to date and is looking to reach 100 cafés by 2025.

“We are honored to be recognized as a Top 10 Brand in Kuwait,” said Al Ghunaim. “As one of the leading food and hospitality companies in Kuwait, we are committed to consistently meet, if not surpass, our guests’ expectations for exceptional experience, not only in service but also in taste.”

Al Ghunaim added: “This award is a testament to the dedication of our teams in product innovation and consistently enhancing our guest experience. We are grateful to our loyal customers in Kuwait for their continued support.”

Jollibee Group flagship brand for coffee and tea

The Jollibee Group acquired CBTL in 2019. The acquisition of the specialty coffee and tea brand was the company’s largest and most multinational so far with business presence in 24 countries. Currently, CBTL has 1,172 stores worldwide as of February 2024.

Jollibee Group President and CEO Ernesto Tanmantiong congratulated the CBTL team in Kuwait on their recent recognition, highlighting its consistency with the Jollibee Group’s mission: “Congratulations to our CBTL team in Kuwait for this outstanding recognition. Being recognized as a top café for customer satisfaction is a great example of living our Jollibee Group mission of serving great-tasting food, bringing the joy of eating to everyone.”

Another Jollibee Group global brand, Jollibee, is also included in the Top 10 Brands for Customer Satisfaction in Kuwait.