Benchmark Report 2026
This report analyses real data from 52 UK speciality beverage and dessert brands across 1,826 locations, tracking 1,074,340+ customer reviews collected between November 2025 and March 2026 on Google Business Profile, Uber Eats, Just Eat, and Deliveroo.
Executive Summary
The headline finding: reputation performance varies dramatically within categories, not just between them. The gap between the highest-scoring brand (Venchi, 94.3) and the lowest (Wafflemeister, 16.6) is 77.7 BrandScore points. Locations in the top scoring band average ★4.73 — those in the bottom band average ★2.87. That 1.86-star gap has direct consequences on delivery platform rankings and order volume. Over 18 weeks, average BrandScore across the cohort rose from 67.4 to 68.3. Total review volume grew by 106,939. Brands that managed their reputation actively outperformed those that didn't — consistently.
01. Average Ratings & BrandScore by Category
How the major segments compare on reputation health
Cake & Bakery leads on average rating (★4.61), driven by Cake Box's 285-location estate. Dessert Chains represent the largest category by brand count (22 brands) but carry the lowest average BrandScore at 65.4 — pulled down by several large franchise networks with inconsistent location-level performance.
Avg Star Rating by Category — BrandScore Platform Data, 2026
| Category | Brands | Avg ★ | Avg Score | Top Performer |
|---|---|---|---|---|
| Cake & Bakery | 1 | 4.61 | 85.9 | Cake Box (85.9) |
| Luxury Dessert Parlour | 1 | 4.50 | 84.6 | Heavenly Desserts (84.6) |
| Coffee | 10 | 4.40 | 73.1 | Blank Street Coffee (91.5) |
| Restaurants & Cafés | 6 | 4.38 | 75.7 | Dawat (89.3) |
| Tea & Bubble Tea | 10 | 4.29 | 68.7 | Bubble CiTea (89.6) |
| Dessert Chains | 22 | 4.26 | 65.4 | Venchi (94.3) |
Key Insight
02. BrandScore Bands — The Rating Correlation
What your score predicts about your platform rating
Across 1,826 locations, the relationship between BrandScore band and average star rating is consistent and direct. The top band (85–100) averages ★4.73. The bottom band averages ★2.87. That spread translates to real ranking and revenue differences on every delivery platform.
| BrandScore Band | Locations | Share | Avg Star Rating |
|---|---|---|---|
| 85–100 Excellent | 523 | 29% | ★4.73 |
| 70–84 Good | 650 | 36% | ★4.45 |
| 55–69 Average | 474 | 26% | ★4.14 |
| 40–54 Below Average | 158 | 9% | ★3.70 |
| Under 40 At Risk | 10 | 1% | ★2.87 |
Key Insight
03. Brand Performance Trends: Nov 2025 → Mar 2026
Who improved, who declined across 18 weeks
Of 42 matched brands tracked across the full period, 18 improved their BrandScore and 23 declined. The overall average rose +0.9 points. Total review volume grew by 106,939.
Key Insight
Biggest Improvers
Bubble CiTea's +20.0 point improvement — the largest genuine move in the cohort — is reflected in a ★4.58 → ★4.70 rating shift and 16% review volume growth across 48 locations. Chaiiwala added 7,767 reviews across 95 locations while improving +8.0 points.
Biggest Decliners
04. Full Brand Leaderboard
Top performers and brands to watch — March 2026
Ranked by BrandScore across all 52 brands tracked.
| Rank | Brand | BrandScore | Avg ★ | Locations | Reviews |
|---|---|---|---|---|---|
| 1 | Venchi | 94.3 | 4.78 | 12 | 14,892 |
| 2 | Blank Street Coffee | 91.5 | 4.66 | 47 | 29,325 |
| 3 | Bubble CiTea | 89.6 | 4.70 | 48 | 21,507 |
| 4 | Amorino | 89.3 | 4.67 | 38 | 47,021 |
| 5 | Black Sheep Coffee | 87.8 | 4.60 | 93 | 68,160 |
| 6 | Haute Dolci | 86.0 | 4.56 | 21 | 58,542 |
| 7 | Cake Box | 85.9 | 4.61 | 285 | 102,135 |
| 8 | Heavenly Desserts | 84.6 | 4.50 | 61 | 119,421 |
| ... (42) | Wafflemeister | 16.6 | 3.25 | 10 | 1,532 |
The contrast between Creams Cafe (96 locations, 87,836 reviews, BrandScore 57.0, ★4.01) and Cake Box (285 locations, 102,135 reviews, BrandScore 85.9, ★4.61) is the sharpest illustration in the data. More volume is not the same as better reputation. The difference is operational consistency and review management at location level.
05. Six Actions That Separate Top Performers
What the leaderboard leaders do differently
What the leaderboard leaders do differently:
- Monitor BrandScore at location level weekly. A brand average of ★4.3 can hide a site at ★3.1 actively damaging your ranking in that delivery zone.
- Set a response rate target and measure it. The top brands in this report respond consistently. Those at the bottom do not. It's within every operator's direct control.
- Act on volume signals early. Kaspa's added 19,775 reviews in 18 weeks (+35%). Without a system to monitor and respond at that volume, those reviews become a liability.
- Use BrandScore trends, not just ratings. Bubble CiTea's +20.0 pt improvement and T4's −3.0 decline were both visible weeks before the platform ratings moved.
- Benchmark within your category. Venchi scores 94.3 in a category averaging 65.4. If a competitor is outscoring you by 20+ points, they are winning orders you should be getting.
- Don't let high volume mask low quality. Creams Cafe: 87,836 reviews, BrandScore 57.0. Cake Box: 102,135 reviews, BrandScore 85.9. Volume without quality is a deficit, not an asset.
Methodology
Data drawn directly from the BrandScore platform covering 52 UK brands across 1,826 locations, November 2025 – March 2026. Platforms covered: Google Business Profile, Uber Eats, Just Eat, Deliveroo. Period-on-period comparisons are based on 42 matched brands present in both snapshots. BrandScore is a composite metric (0–100) calculated weekly per location incorporating: aggregate star rating, review volume and recency, response rate and speed, and AI-derived sentiment health. All brand names are publicly listed on the platforms analysed.
