A brewing conflict between Tim Hortons franchisees and its foreign-owned parent company is curdling public opinion of Canada’s iconic coffee and donut chain, according to a new nationwide poll.
The Angus Reid Institute survey, released Tuesday, suggests one in three Tim Hortons customers feels worse about the company, especially when considering changes over the past five years.
The poll suggests the quality of food, coffee and service, as well as the prices, has declined rather than improved.
However, people haven’t necessarily switched to another chain, the survey said, with 33 per cent of people remaining weekly customers and 29 per cent saying they still stop by at least once a month.
The poll came out days after the federal government announced it would investigate allegations that Tim Hortons’ parent company Restaurant Brands International failed to live up to promises made under the Investment Canada Act in 2014.
That’s not the only reason the restaurant chain has been in the news.
Double-doubles and demonstrations: Employees rally outside Tim Hortons
Tim Hortons faced intense criticism after two Cobourg, Ont., franchises moved to offset Ontario’s minimum wage hike by cutting paid breaks and forcing workers to cover a bigger share of their benefits.
It sparked a national day of action and rallies outside some of the 4,000 restaurants across the country.
Tensions flared again in February when Great White North Franchisee Association, a group representing at least half of Tim Hortons franchisees, threatened legal action against the company because cash register kept going down.
The association has also accused the company of intimidation after it allegedly denied a franchisee a licence renewal for one of his two Tim’s locations, after they alleged improper use of a $700-million national advertising fund.
Still part of Canadian culture
For all that, Tim Hortons remains as Canadian as hockey or maple syrup – an opinion shared amongst the millennial crowd in particular, the poll suggests.
Forty-four per cent of Canadians between 18 and 24 years old are more likely to view Tim Hortons as an important part of the national culture.
Older age groups are more likely to say Tim Hortons has nothing to do with being Canadian, and about 28 per cent say they’re less inclined to see the company as anything more than a business.
- with files from The Canadian Press