Workplace Experience Strategy: Why HR and Facilities Should Collaborate on Coffee Policy

In brief

Coffee plays a bigger role in the workplace experience than most organizations realize. An effective coffee policy requires collaboration between HR and facilities, with shared KPIs and a joint budget.

9 out of 10 employees associate coffee or tea with relaxation in the workplace (Human8 Consulting, 1,400 respondents).
80% of employees associate good coffee with a positive work environment (Facto).
Pulse surveys, eNPS, and office occupancy data make it possible to measure the impact of coffee policies.
Organizations such as Marktplaats deliberately incorporate coffee as part of their workplace experience strategy.

The workplace experience—and specifically the coffee policy—plays a major role in determining how employees view their workplace. Coffee carries disproportionate weight in that perception, but the policy often falls between two stools: HR views it as a workplace amenity, while the facilities department views it as catering. This article explains how to structure that collaboration, which KPIs to use, and what Dutch organizations are already achieving in this area.

What is Workplace Experience, and why is it growing?

Workplace Experience, or WX for short (an employee’s overall experience of the workplace, services, and culture), emerged from the fields of facility management and HR. Both disciplines recognized that employee satisfaction depends on more than just salary or employment conditions. The Facility & Workplace Experience Market Research study by TwynstraGudde and FMN confirms this shift: the end user is the focus, not the building.

In practical terms, WX means evaluating your facilities, space layout, and services from the employee’s perspective. Does this facility contribute to productivity, connection, or well-being? If not, reconsider the investment. If so, measure the impact and scale it up.

The Impact of Coffee on the Work Experience

Coffee at work may seem trivial, but the numbers tell a different story. A survey by Human8 Consulting of 1,400 respondents shows that 9 out of 10 employees associate coffee or tea with relaxation in the workplace. A study published in the trade journal Facto reports that 80% of employees associate good coffee with a positive work atmosphere.

That connection works both ways: good coffee makes it easier to come into the office, and the coffee corner serves as a place where colleagues spontaneously exchange ideas. This strengthens both social bonds and productivity, because informal conversations often lead to solutions more quickly than scheduled meetings. Coffee is therefore a measurable part of your WX strategy—not just a side issue.

HR and Facilities Sit Down Together: Budget and Governance

Collaboration between HR and facilities on coffee policy starts with shared responsibility. Facilities typically manages the contract, the machines, and maintenance. HR focuses on the workplace experience, retention, and employer branding. When both departments operate separately, blind spots arise: facilities optimizes based on cost per cup, while HR has no control over the employee experience.

A rule of thumb that works well: schedule a joint meeting at least once a quarter, with a single shared KPI as an agenda item. Determine the budget together. The Facilities department covers the basic services, while HR funds upgrades that demonstrably contribute to employee satisfaction or office occupancy.

Set out the agreements in a brief governance document: Who decides on the product range, who decides on the location of coffee stations, and who evaluates the supplier?

KPIs for Coffee Within a WX Strategy

Measuring makes it possible to adjust. Three indicators help you see the impact of your workplace experience coffee policy.

Pulse surveys are the quickest way to gauge employee satisfaction. Add one or two questions about office amenities—including coffee—to your monthly or quarterly pulse survey (a short, regularly conducted employee survey). A practical rule of thumb: if your coffee satisfaction score is below 7, action is needed.

The Employee Net Promoter Score (eNPS) provides a broader picture of employee satisfaction. The eNPS measures the extent to which employees would recommend their employer. Combine the eNPS with a work experience survey so you can identify which benefits influence the score. Organizations that improve productivity and workplace atmosphere through benefits see this reflected in a rising eNPS.

Office occupancy is the third indicator. Track occupancy rates on days when you adjust or expand your coffee offerings. If occupancy increases, you’ll have a concrete data point to support your business case.

How Dutch organizations handle this

At Marktplaats, the Dutch online marketplace, coffee plays a deliberate role in the workplace experience strategy. The lead Workplace Experience specialist describes coffee as a moment of connection that goes beyond the beverage itself. This approach is part of a broader trend: organizations that view coffee not as a catering expense, but as part of their workplace experience strategy.

Larger corporations are also experimenting with coffee as a tool to manage office occupancy. By enhancing the offerings on quiet days with barista sessions or seasonal selections, they are deliberately drawing employees back to the office. The FMN market research confirms that an increasing number of facility managers cite the workplace experience as their biggest challenge, and the coffee corner is one of the most visible points of contact between employees and the organization.

A workplace experience-focused coffee policy isn’t just a passing trend. Organizations that have HR and facilities work together in this area are building a workplace where employees love to come back.

Frequently Asked Questions

What exactly is Workplace Experience?

Workplace Experience (WX) is an employee’s overall experience in the workplace. It encompasses the physical environment, services, technology, and culture. HR and facility management work together to manage this.

Why should HR be involved in discussions about the coffee policy?

Coffee affects the work experience, employee retention, and employer branding. These are HR issues. Without HR’s input, you’ll only be optimizing for costs, not for employee satisfaction.

What KPIs do you use for coffee as part of a WX strategy?

The three most commonly used metrics are pulse surveys, the eNPS, and office occupancy data. A rule of thumb: if your coffee satisfaction score is below 7 in your pulse survey, immediate action is needed.

How do you measure the impact of coffee on the work experience?

Add targeted questions to existing pulse surveys and link the results to staffing data. This allows you to see the impact without having to set up a separate survey.

How do you divide responsibilities between HR and facilities?

Facility manages the contract, the equipment, and maintenance. HR focuses on the work experience and employee satisfaction. Schedule a joint meeting at least once a quarter, with a shared KPI as an agenda item.