BIGGBY® COFFEE Ranked Among Nation's Top Brands for Customer Service by Forbes
December 10 - 2025
Coffee Geography Magazine
BIGGBY® COFFEE has earned a prestigious spot on Forbes' 2026 Best Customer Service list. Ranking No. 115 among the nation's top 300 brands, the Michigan-based coffee franchise was celebrated for exceptional personal interaction, speed, service quality, and problem resolution. This annual ranking, developed in partnership with customer-insights firm HundredX, underscores the brand’s commitment to creating positive, consistent guest experiences.
The recognition is rooted directly in customer feedback. Between August 2024 and July 2025, an extensive independent survey gathered over 3.8 million ratings from 158,000 consumers across more than 3,500 brands. BIGGBY® COFFEE’s strong placement emerged from this robust data, requiring a minimum of 400 evaluations to qualify, reflecting widespread satisfaction reported by guests across its more than 450 locations in 13 states.
"For our team, this recognition means a lot because it comes straight from our customers," said Erin Kaylor, president of BIGGBY® COFFEE. She emphasized that customer service is not merely a department but the core of the company's culture. "Every day, our baristas work to make people feel seen, valued and cared for. Being named to this list affirms that the moments of connection we focus on are making a real impact."
Since its founding in 1995, BIGGBY® COFFEE has operated on a fully franchised model, remaining 100% franchise-owned. This structure is designed to empower local entrepreneurs to build successful, community-minded businesses. CEO Mike McFall connected this operational model to the brand's deeper purpose. "We believe people always remember how you make them feel. Our purpose has been to make the world a better place, starting with making sure guests leave our cafés feeling better than when they arrived. This recognition reflects the heart our franchise owners and baristas bring to that mission."
The Forbes list evaluates companies with criteria tailored to each sector; for restaurants, heavy emphasis is placed on speed, accuracy, and the overall guest experience—areas where BIGGBY® continues to invest. This honor arrives during a period of strategic growth for the brand, which has recently introduced a refined visual identity anchored by the tagline "BIGGBY® Makes it Better," expanded its leadership team, and continued a national expansion focused on people-first growth.
Further solidifying its values-driven approach, the franchise remains committed to ethical sourcing, with a goal of achieving 100% Farm-Direct coffee purchasing by 2028. "This honor reinforces what we work toward every day," added Kaylor. "Great coffee matters, but great connection matters even more. We're grateful to every guest who took the time to share their experience."