BARISTA COFFEE LANKA
Q: What are the most notable customer related trends you observe in the sector where your company operates?
A: Customers today expect brands to earn their attention and loyalty by delivering real value – not merely through pricing but in terms of quality, consistency and purpose. More people are evaluating how authentic a brand really is – whether it walks the talk, delivers on its promises and stays consistent. Sustainability and environmental responsibility are also becoming key decision drivers.
Director
Chief Executive Officer
In the food and beverage (F&B) space, mindful consumption is rising as customers grow more aware, curious and health conscious. At Barista, we closely track these evolving habits and continuously adapt ourselves to remain the most preferred cafe choice for the modern Sri Lankan.
Q: Could you share a few recent milestones achieved by your organisation in the realm of customer excellence?
A: This year, we celebrated a major milestone with the opening of our 75th cafe at Independence Square – a reflection of how far the country’s coffee culture has evolved. Today, Barista serves over 450,000 coffee lovers monthly, cementing our position as the largest cafe chain and one of the fastest growing F&B brands in the country.
What I’m most proud of is that even through rapid expansion, we’ve stayed true to our purpose and identity as a coffee first brand.
Moreover, Barista won three gold awards at the National Business Excellence Awards (NBEA) 2025 organised by the National Chamber of Commerce of Sri Lanka (NCCSL) for Best Financial Performance (Medium Category), Excellence in the Hospitality & Tourism Sector and the Best Medium Level Business in Sri Lanka.
We also earned recognition at the Sri Lanka Institute of Marketing (SLIM) Awards, claiming the Glocal Brand of the Year (Bronze) and Agile Brand of the Year (Merit) awards, in addition to being ranked first in LMD’s Customer Excellence Survey for the fifth consecutive year.
Above all, our greatest achievement is the growing customer loyalty. With a presence across 14 districts and over 190,000 active loyalty members, the trust our customers place in us remains the most meaningful reward.
Q: How is the need for sustainability and ethical conduct shaping customer excellence today?
A: Today’s customers care not only about what we serve but how we serve it – the story behind their cup, responsible sourcing and whether a brand stands for more than profit.
At Barista, sustainability is integral to customer excellence. Our shift from plastic to fully biodegradable cups prevented 28 tonnes of plastic waste in financial year 2024/25 and strengthened our environmental footprint.
We are committed to becoming a zero plastic business by 2027 and continue to support reforestation in the Knuckles Mountain Range while engaging in industry wide sustainability collaborations.
Ethical conduct to us means doing the right thing even when no one is watching – being transparent, fair and respectful to our customers, team and the community. Our National Vocational Qualifications (NVQ) Level 4 certification for baristas reflects this, empowering youth with recognised qualifications and setting professional standards in the cafe segment.
When customers see a brand genuinely lives its values, trust follows. And ultimately, trust is the strongest measure of customer excellence.
- Telephone: 2552180
- Email: info@barista.lk
- Website: www.barista.lk
