February 15th, 2021

Restaurants Increase Customer Satisfaction During COVID

Posted in Consumer Trends, Restaurants, Technology

Restaurant Business May be Down, but Customer Satisfaction is Up

Customer satisfaction

Even through these hard times, it’s great to see that restaurants are succeeding at increasing customer satisfaction during COVID. Recently, Black Box Intelligence™, a data and insights provider for the hospitality industry, released a study showing showcasing this.

Here are some of the main takeaways.

Restaurants Show Increased Customer Satisfaction During COVID

The Hard Facts

Customer satisfaction

Fourth quarter of 2020 was no friend to most restaurant businesses. In fact, by December, overall same-store sales growth had dropped -13.3% year-over-year. Traffic growth also fell to -18.6%.

Reasons for the downturn include spiking COVID-19 rates, colder weather, and tighter dining restrictions. In some states, like California, on-premises dining was banned completely for a time, which clearly weighs heavy on these statistics.

It’s also difficult to build consumer trust right now. Restaurants are leveraging social media technology to communicate with diners and humanize the business, but that can only go so far. Without the ability to greet and court customers in person, it’s an uphill battle.

The Bright Spots

 

Pizza Restaurants

But, if there’s a glimpse of sunshine in all of that dark data, it’s this: Black Box Intelligence™ suggests restaurants were able to raise their positive brand sentiment in December.

Without ambience as a focal point for customer satisfaction, the focus has shifted to safety and cleanliness, which has been a priority among restaurants.

Also, not only did brand sentiment increase, but so did positive perceptions of food and service. In fact, 50% of mentions and online reviews spoke of the food received from restaurants in a positive light. This is great news for those F&B businesses working to adapt to the new style of dining.

Who’s Coming Out on Top?

Quick Service

The driver behind the sentiment increases were mainly seen in limited (quick) service restaurants. Quick-service foods tend to withstand the perils of food transport better and the concepts are often built around the convenience and flexibility of ordering.

Many limited-service restaurants were already accustomed to online, drive-through, or window orders, which made the adaptation much easier.

Even more, customers have now come to expect digital ordering technology from restaurants.

According to the Black Box Intelligence™ study, 1 in 4 customers would choose a restaurant that has app-based ordering over another without. For now, the tech is an edge, but soon it will be the expectation.

Other Insights

Interestingly, value was much less important to customers, in relation to satisfaction at least, than safety and food quality. However, that doesn’t mean value isn’t important, just not top of mind for consumers currently.

Value is a tentpole of earning return customers, so it certainly shouldn’t be ignored. But the takeaway here is this: Make high quality food that’s easy to access and provided in a safe environment, then worry about the value. This hierarchy of importance will ensure consistent consumer traffic to the extent COVID will allow.

What About the Future?

on-premises-dining

With all that being said, 64% of consumers would still prefer a traditional dining experience.

Consumers are adapting to the situation at hand, yet they still yearn for the normalcy of past years. Once socialization returns to a new normal, it’s expected that the restaurant experience will draw folks back into dining rooms.

Unfortunately, there’s no way to know when this will happen. Therefore, it will be important to the success of restaurants to adapt to the current landscape in order to make it back to profitability.

However, keep in mind; in-house it will likely not return to pre-pandemic levels. At least not anytime soon. Therefore, having technology, off-premises dining solutions, and safety practices in place will help create a holistic method of success which will drive restaurants of the future.

We’ll Get Through This

Yes, there’s bad news here, but there’s also good news, also. Consumers love their restaurants, and they want them to succeed. Even in hard times, they are willing to spend their money on restaurant food. By making it more accessible, it will ensure they consumers will keep supporting restaurants. This reciprocal relationship is the bedrock of ensuring the future of our beloved food and beverage industry.

Source

-Black Box Intelligence. “Restaurants succeed in raising guest sentiment in December, despite downturn in sales and traffic.” January 20, 2021. Accessed January 21, 2o21. https://www.nrn.com/finance/restaurants-succeed-raising-guest-sentiment-december-despite-downturn-sales-and-traffic

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February 1st, 2021

New Menu Items January 2021

Posted in Consumer Trends, Food Trends

January 2021 New Menu Items See Fried Chicken Taking Center Stage

fried-chicken

The first month of the year has passed and the January 2021 New Menu Items prove that comfort foods are still thriving.

In fact, fried chicken is clearly the favorite for the new year. Whether it’s sweet or spicy, the crispy, savory nature of “fricken” (fried + chicken) continues to drive consumers wild.

Let’s take a look at what was released in January.

January 2021 New Menu Items

Boston Market

January 2021 New Menu Items

Photo courtesy of QSRMagazine.com.

Boston Market continues their innovation run with a new Nashville-Style Hot Crispy Chicken Sandwich. It’s a breaded and fried chicken breast with smoky hot sauce, pickles, and ranch dressing on a buttery brioche bun. Nashville Hot is getting more popular every month and is something that should be on your flavor radar.

The Habit Burger Grill

Fried Chicken

Photo courtesy of FoodBusinessNews.net

The burger bosses at Habit Burger are shaking their tailfeathers with their new double-breaded Crispy Chicken Bites. Served with smoky barbecue sauce, these fried chicken breast nuggets feature “cridges” — extra pieces of fried batter for added texture. More texture equals more surface area for sauce, and that’s always a good thing.

Teriyaki Madness

Fried chicken trends

Photo courtesy of teriyakimadness.com

Teriyaki Madness is hitting the sweet+heat trend with their brand new “Mad Sauce.” It’s a craveable sauce that starts sweet on the palate but then becomes spicy over time. It’s available for no extra charge on entrées and also available as a dipping sauce. We suggest putting it on your entrée and requesting a little more for dipping.

Zaxby’s

2021 New Menu Items

Photo courtesy of QSRMagazine.com

Zaxby’s is throwing a curveball in their southern lineup with their new General Tso’s Boneless Wings. The meal features boneless wings in sweet plus heat General Tso’s sauce with ranch dressing, crinkle cut fries, Texas toast, and a 22-ounce beverage. It’s an east/south fusion guaranteed to make your mouth water.

It’s Pretty Clear

Fried chicken is going to be a steady part of 2021 menu trends. What better way to mix it up and keep customers excited than with flavorful sauces? Whether drenched or dipped, you can’t go wrong.

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