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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May 21st, 2018

Loro Restaurant Review

Posted in Celebrity Chefs, Restaurants, Reviews, Trends

Loro Debuts in South Austin

Loro Restaurant Review

If you live in Austin, and have not been hiding under a rock for the past 6 months, you’ve probably heard that Chef Tyson Cole (Uchi/Uchiko) and Aaron Franklin (Franklin BBQ) have teamed up to open Loro, an Asian smokehouse, in South Austin. If you don’t live in Austin, you probably should. Or at least come visit us for the food. It’s worth it.

Situated on South Lamar Blvd, across from the local favorite Black Sheep Lodge, Loro is presented as a rustic/chic Minka with layers of exposed wood, grand windows and skylights providing ample sunshine, and sprawling tables and counters promoting community dining and interactivity.

Austin Dining

Wisely, Loro has minimized staff and wait times by employing batch cocktails and fast-casual style counter ordering complete with GPS-based table trackers, allowing the food runners to find you anywhere in the restaurant. Say goodbye to table tents and card holders! And since we’re talking about cocktails, don’t sleep on the Gin and Tonic Boozy Slushie, it’s perfect on a summer day in Texas.

Loro Restaurant Austin

The menu is a unique hybrid of BBQ (smoked brisket) and Asian flavors (papaya salad, Chili aioli, Thai herbs), which merry in a surprisingly delicate way. This is where I feel Loro makes it’s name. When I first read of the Loro concept, I admit I was hesitant. Aside from the powerhouse names involved, it seemed like a riff off the already popularized Kemuri Tatsu-Ya (a personal favorite of mine). However, while Kemuri lives in a land of deep, bold flavors, Loro exists on a plane of subtle, complex flavors interspersed with dramatic, smoky low tones, for a completely different dining experience.

Loro Reviews

There were some clear standouts the menu, including the sweet/savory Kettle Corn (with burnt ends and togarashi), the beautifully displayed Char Siew Pork Shoulder Bowl, and the unforgettable Malaysian Chicken Bo Ssam. Seriously, the Bo Ssam. Get the Bo Ssam. Did you catch that? Bo Ssam! You won’t regret it. Just thinking about that juicy meat and the yellow curry-yuzu vinaigrette makes my mouth water, it’s Pavlovian really… But I digress.

Austin Restaurant Reviews

My two knocks on the menu would be the Texas sweet corn, which was underwhelming in flavor and seasoning, and the Chicken Karaage, which looked beautiful, but was missing the defining crunch that makes Karaage more than just fried chicken.

Restaurants Austin

Overall, the quality, flavor, and creativity of the menu shines through and makes Loro an excellent addition to the unique culinary landscape that defines Austin. With reasonable menu prices (the most expensive items on the menu sit at $18, while the average cost of a plate is $10.18) and an ultra-casual dining style, Loro also bucks the elitist dining trend, instead choosing to embrace curious eaters from all walks of life. I’ll raise my Apple Scotch Sour to that!

Loro Restaurant Review

Be sure to chime in on the comments section with your thought’s on Loro. Until next time…

Cheers!

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December 26th, 2016

Food Trends: Izakayas

Posted in Food Trends, Gastro-Pub, Japanese, Trends

Izakayas: The Japanese Gastropub

Izakayas

Takoyaki – Kome

Don’t know what izakayas are? You’re about to.

Japanese cuisine provides us with a large variety of foods that continue to engage our imaginations and our palates. The prevalence of sushi and ramen has paved the way for more unfamiliar Japanese fare to make inroads into the American diet.

Such fare often comes by way of izakayas, the Japanese Gastropub. These diners focus on small plates served in a casual atmosphere, usually paired with sake or beer. A commonplace for an after work drink and a bite to eat in Japan, izakayas can be likened to an Irish pub. As Susan Malovany writes in the June edition of Culinology Magazine, izakayas are all about “small plates and portion control, healthy options, global foods, umami and variety.”

Over the last decade, izakayas have begun to flourish in the United States. As with most Asian food trends, they began showing up on the west coast and in New York, but have spread inward and can now be found in most major cities. Izakayas run the gamut from fine to casual dining and mirror the trend of taking simple comfort foods and elevating them to new heights with influences of different cultures. This can be seen in the utilization of continental ingredients such as beets and Brussels sprouts.

Austin Izakayas

Oyster – Otoko

You can find staples such as edamame and seaweed salad mixed in with less familiar dishes like takoyaki (octopus dumplings), uni, and chicken hearts. Varieties of sushi, sashimi, and noodle soups are also served at izakayas, offering options to even the pickiest of food adventurers. This variety displays the true beauty of the izakaya.

Izakaya Austin

Courtesy of Gallivant.com

Izakaya Den in Denver, for instance, is a local favorite and sister restaurant to Sushi Den. Fresh fish is flown in daily from Japan for sushi and specials, and their menu is diversified with a range of foods from steamed duck buns to roasted beet salad.

Chef Consultants

Jellyfish – Otoko

Austin also proves a great city for izakaya dining. Tyson Cole has given us the likes of Uchi, Uchiko, and Paul Qui gives us the more highbrow Otoko. Chef Kazu Fukumoto chose to go more casual with Fukumoto just east of downtown. Komé offers those on the north side of the city a fantastic menu of small plates along with a great ambiance.

There are plenty of great izakayas across the country, all worth a visit. From Blue Ribbon Sushi Izakaya in New York to Shizen Vegan Sushi Bar and Izakaya in San Francisco, there is always great food and innovation to experience. Whenever visiting a new city, I recommend looking at the local izakayas and always asking what the house special is and trying that, regardless of how strange it might seem. You never know where you might find your next favorite dish.

So, explore and eat my friends, and let us know what you find!

 

Cheers!

 

Izakayas to Try:

Izakaya Den
1487-A South Pearl St.
Denver, CO 80210
Website

Blue Ribbon Sushi Izakaya
187 Orchard Street
New York, NY 10002
Website

Shizen Vegan Sushi & Izakaya
370 14th St.
San Francisco, CA 94103
Website

Fukumoto
514 Medina St.
Austin, TX 78702
Website

Uchi / Uchiko
801 S. Lamar Blvd.
Austin, TX 78704
4200 N Lamar Blvd.
Austin, TX 78756
Uchi Website
Uchiko Website

Komé
4917 Airport Blvd.
Austin, TX 78751
Website

Update:

Since the initial writing of this blog Austin got news of a new izakaya concept from the co-owners and executive chefs of Ramen Tatsu-ya. Opening in what was the location of Live Oak BBQ, the new restaurant called Kemuri Tatsu-ya, will feature Texas inspired izakaya dishes intended to be shared.

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