96 Belgians Have Spoken. Here's What They Said About Our Tea Shops.
Each month, we send a simple message to our customers after their visit to one of our shops: "Would you recommend Teatower to someone you love?"
96 people took the time to reply. Some wrote a single sentence. Others, a whole paragraph. All of them said something we hadn't expected: they talked about their sales adviser before they talked about the tea.
Today, we're sharing their words — unedited, unembellished. And to thank you for reading to the end, we've added the 5 teas our customers bought most this month at the bottom of this article.
What the numbers tell us
Our three shops are currently achieving NPS scores among the highest seen in Belgian specialist retail:
- Namur: +97 — 39 respondents
- Liège: +92 — 38 respondents
- Waterloo: +89 — 19 respondents
For context: according to Bain & Company, the firm that created the NPS, a score above +50 in specialist retail is considered excellent. Above +70, exceptional. All three of our shops exceed +89.
Average rating out of 10? 9.6 in Namur, 9.7 in Liège, 9.5 in Waterloo.
But numbers alone don't tell the whole story.
What you wrote, in your own words
We could have shown you a graph. We'd rather show you what you actually said.
"An exceptional adviser who really knows her products and truly listens to what you're looking for!"
— Customer, Namur
"A tasting, wonderfully friendly staff, brilliant advice — they made me want to buy."
— Customer, Waterloo
"The matcha workshop we attended was absolutely fantastic! We had the most wonderful time!"
— Customer, Liège
"The adviser offered her help and didn't push when I said I didn't need any. A smile, calm and kind. I have a real fondness for this shop."
— Customer, Namur
"Warm welcome, a tasting the moment you walk in, excellent choices."
— Customer, Namur
"Always great advice, a wonderfully warm and cheerful team — it's a genuine pleasure coming to the shop."
— Customer, Liège
"I'd especially like to highlight the advice and warmth of Stéphanie. A truly outstanding adviser."
— Customer, Liège
"The manager is incredibly kind and helpful. A fantastic range of teas — and every single one has been wonderful so far!"
— Customer, Waterloo
What this tells us about Teatower
1. People before product
In almost every piece of feedback, it's the adviser who gets mentioned first — before the tea, before the price, before the shop itself. The real Teatower difference is the person who welcomes you through the door.
2. Tasting as the turning point
"A tasting the moment you walk in", "the chance to try the tea", "being able to smell the teas" — this ritual appears consistently in your positive feedback. Smelling and tasting before you buy isn't an added extra. It's at the very heart of the Teatower experience.
3. Advice without pressure
"She offered her help and didn't push", "great advice, never pushy", "really listens to what you're looking for". Knowing how to guide without overwhelming. To suggest without imposing.
A special mention for Stéphanie in Liège
Several of you mentioned Stéphanie by name. In retail, that's a powerful signal: the encounter went well beyond a simple transaction.
Stéphanie, if you're reading this: thank you. You embody exactly what Teatower is here for.
What we're doing with your feedback
Tastings remain non-negotiable. Some retailers cut them to save time. Not Teatower.
Our team training is evolving. We're developing a programme centred on in-depth product knowledge.
We're opening in Rocourt. Our fourth shop, in the northern suburbs of Liège, is coming soon. The NPS scores from Liège give us every confidence that the Teatower spirit travels well.
And the one note of improvement
One customer mentioned "a lack of IT support" in Liège. Duly noted. The 6s and 7s teach us just as much as the 10s.
The 5 teas your fellow customers chose most this month
- Le Panier de Grand Maman — Strawberry, blackberry, blackcurrant and raspberry herbal tea
- Le Thé des Amoureux — Strawberry, rose and lavender flavoured green tea
- Citron Meringué — Lemon and pineapple herbal tea
- La Nana de Wépion — Strawberry, pineapple, cherry and papaya herbal tea
- Rouge Printanier BIO — Blackcurrant, elderberry and hibiscus herbal tea
If any of these has caught your eye — our team will be delighted to let you taste before you buy.
Thank you
Behind every score is a team who chose, that morning, to be fully present for you. And behind every piece of feedback is you — who chose to share it with us.
It's that cycle that keeps Teatower moving forward.
Over to you: what was the first thing you noticed when you walked into Teatower for the very first time? Tell us in the comments below.
If you haven't visited us yet, the doors of our Waterloo, Namur and Liège shops are wide open. The next cup is waiting for you.