Starbucks plans to spend more on baristas while putting the expansion of a three-year-old café technology system on ice, as it emphasises labour over gadgets as a way to bring customers back to stores.
The US-based coffeehouse chain on Tuesday reported a 2 per cent year-on-year increase in quarterly revenue to $8.8bn — in line with expectations — but a 50 per cent slide in net income to $384.2mn.
Analysts polled by Visible Alpha had predicted quarterly profits of $551mn.
Under chief executive Brian Niccol, who took charge in September, Starbucks has sought to reverse a sales slump that has now persisted for more than a year.
Niccol, a former Taco Bell and Chipotle Mexican Grill executive, has sought to reduce customers’ wait times, simplify menus and restore the welcoming coffeehouse feel that was lost as more business moved online during the Covid-19 pandemic.
“We’re finding through our work that investments in labour rather than equipment are more effective at improving throughput and driving transaction growth,” he told analysts.
Meanwhile, he said the company would pause the rollout of parts of the Siren Craft System, a technology to streamline café operations that was unveiled in 2022.
“Over the last couple of years, we’ve actually been removing labour from the stores, I think with the hope that equipment could offset the removal of the labour,” Niccol told analysts.
“And think what we’re finding is that was just — that wasn’t an accurat assumption with what played out.” Starbucks has 361,000 employees worldwide, most of them in cafés.
Baristas have complained of being overwhelmed juggling in-store and online orders at the busiest times of day, while customers have been frustrated by long wait times.
Investment to improve cafés is coming at a cost: Starbucks said store operating expenses rose 12.1 per cent to $4.2bn in the quarter. The company said additional labour in support of Niccol’s “Back to Starbucks” strategy was one reason why store expenses ate into profitability.
Starbucks said it opened 213 net new stores in the second quarter, bringing its total worldwide to 40,789. Cathy Smith, chief financial officer, said: “While we have solid new store economics, we have room for improvement and are evaluating our global store portfolio and new store pipeline.
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Shares of Starbucks fell by almost 7 per cent following the earnings call in after-market trading.
Niccol acknowledged that the results were disappointing, but said his turnaround efforts would take time to pay off. “Our financial results don’t yet reflect our progress, but we have real momentum with our ‘Back to Starbucks’ plan,” he said in a video message.
Starbucks is facing an increasingly difficult challenge as consumers signal caution in the face of US President Donald Trump’s trade wars.