Consumer Behaviour Changes Because Of COVID

Despite lockdown measures being lifted, it seems that consumers are not ready to return to dining out just yet.

29%

Only 29% would feel comfortable going to a restaurant/bar as soon as possible, which is consistent across markets

44%

44% predict that the habit of going to bars and restaurants will decrease

70%

70% agree that virtual socialising and meetings will increase

*Global Monitor 2020 Kantar COVID-19 Barometer (Wave 8): Assuming there were no longer any government restrictions, when would you feel comfortable doing the following? In general, how do you think the following habits and behaviours of people will change? (Net Decrease a lot/Decrease a little, Increase a lot/Increase a little) Average of 3 markets (US, UK, China)

Consumer concerns while dining out

74%

are extremely concerned about using bathrooms in restaurants

69%

are extremely concerned about sitting in a crowded restaurant

56%

are extremely concerned about eating food that needs them to use their hands

48%

are extremely concerned about cleanliness and disinfection of dishware, flatware and glassware in a restaurant

*Toluna 1672686 Illness Protection US, DE, IN - Total Respondents: 292, 276, 287 respectively – Dec 19-Jan 2020

Brand trust is important to drive diners’ confidence

Diners will frequent an establishment (51%) and are willing to pay more for their meal (33%) if they knew the establishment was using a brand of cleaning products they personally knew and trusted.

*Usage Concern deck *Source: Toluna 1672686 Illness Protection US, DE, IN - Total Respondents: 292, 276, 287 respectively – Dec 19-Jan 2020

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Action steps for cafés and restaurants in post COVID world

Hygiene optics

Diners expect restaurants to be transparent about their cleanliness procedures, so restaurants must clearly communicate how they are ensuring high hygiene and cleanliness standards.

Contactless experiences

Contactless technologies are already somewhat mainstream in cafés and restaurants. COVID has accelerated the need for a fully touchless experience where contact is minimal. Safety and hygiene are at the forefront at all times: from the drive-thru to ordering, collecting, and consuming food.

Contactless experiences

Dining from the comfort of your home

Consumers are eating out less. However, they are still seeking food from cafes and restaurants. The industry is responding with more delivery take-out and at-home meal kit options.

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