In F&B, customer happiness matters more than satisfaction

In F&B, customer happiness matters more than satisfaction

Numerous studies in F&B enumerate that customer happiness is more significant than customer satisfaction, overlooking the conventional discussions around dining experiences. On that note, many restaurants follow and adapt strategies heeding to customer happiness —restaurants that consider delivering outstanding customer experiences through every touchpoint pivotal will be rewarded with customer loyalty. The UAE is the second largest F&B market for online food delivery in the MENA region, with an annual market size of $834 million. The number of online food delivery users here is expected to be 5.5 million by 2026. As this is such an integral part of a restaurant’s business model, brands must focus on top-notch customer experience to ensure customer loyalty. To foster customer delight, brands must know their customers’ rapidly transforming preferences and evolve by offering unique experiences. Understanding the customer’s needs and serving them accordingly will also give restaurants leverage among their competitors. Today, the global food delivery market is worth $150 billion, nearly triple what it was in 2017. User-friendly apps, tech-enabled drivers, and shifts in consumer demands brought about the rapid evolution of the food-delivery ecosystem, which became the saving grace for restaurants. One of the key factors in a comprehensive customer satisfaction