Our Story
It was never really about the industry.
You've felt it. The call put on hold with no explanation. The delivery that's on the way for three days. That small moment when you think — I probably won't come back here.
How It Started
One question that wouldn't let go.
I started my career answering angry customer calls and became obsessed with one question: Why does this keep happening — and why does nobody upstream seem to notice?
That question took me through fashion, retail, education, insurance and logistics. Different industries, but often the same broken customer moments.
Over 20 years, I learned that great customer experiences don't happen by accident. They are designed, measured and continuously improved. A Six Sigma Black Belt taught me to look beyond symptoms and find the root causes behind customer problems.
In my current role leading operations, I've used that approach to help transform a business that customers once complained about into one they now willingly recommend.
The Turn
Then I fell for something completely different.
Coffee started as a habit, became a hobby, and eventually an obsession with where beans come from, how they're processed and why one cup can taste so different from another.
So I trained formally in specialty coffee — from crop to cup — at a specialty coffee institute in Bengaluru.
And I realised something: many cafes are passionate about their product, but don't systematically measure the guest experience. That's where The Guest Score began.
"Many cafes are passionate about their product, but don't systematically measure the guest experience."
What I Do
I turn guest feedback into actionable improvements.
I experience your cafe myself — observing the journey, service and small details that shape a guest's experience.
But observation is only one part of the picture. I combine it with customer surveys, Google ratings and reviews, and other Voice of Customer data to understand what your guests are actually experiencing.
Then I analyse the evidence both statistically and qualitatively, looking for patterns, gaps and root causes rather than isolated complaints.
The result isn't a generic checklist. It's a prioritised set of recommendations customised to your cafe — focused on the changes most likely to improve guest satisfaction, loyalty and ultimately your business.
And wherever possible, I help put in place a simple way for you to keep listening to your guests and measuring the experience yourself.
Why Me
One belief connects it all.
Don't guess what your customer experienced. Measure it. Understand it. Fix what matters.
Because a good cup and a great experience are both built the same way — on purpose, not by accident.
25+ years in Customer Experience & Operations
Across fashion, retail, education, insurance and logistics.
Six Sigma Black Belt — IASSC
A structured approach to finding root causes and creating measurable improvement.
Specialty Coffee — Crop to Cup
Formally trained in coffee growing, processing, roasting, brewing and cafe design.
Ready to transform your guest experience?
Let's start with a conversation about your cafe.