Consumer researchDeloitte Consultingoriginalresearch report

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Imagine entering a restaurant with a small number of tables, replaced by two large counters with separate assembly lines: one labeled “meal / take out” and the other labeled “delivery driver.”. The kitchen was busy, but the hall was quiet, and the drivers were waiting in line behind the screen for customers’ orders. When you enter the parking lot, the restaurant has detected you and informed the kitchen. When you are seated at the table, you will be asked if you need a regular order. In fact, the kitchen is ready when you walk into the parking lot. Drivers will go to the “delivery center”, where warm food is stored for customers to collect.

These may seem strange, but they are able to provide exactly what consumers want and provide experiences that meet new standards of technology and convenience.

The latest and biggest disruption in the catering industry is the popularity of covid-19. At first, it led to the closure of global operations. Then it started a wave of temporary innovation. Some changes will become permanent, such as digital customer support and externally deployed food; others may terminate or even reverse after the outbreak.

Through the research, Deloitte has identified three main trends that will shape the consumption patterns of customers in the catering industry:

Ultimate convenience: consumers always demand convenience, and in a more remote location, this means that through trains, takeout cars and delivery cars are crucial.

Seamless digital experience: technology savvy consumers want to have digital restaurant experience and participation, and want cutting-edge technologies that can identify them and know what they like.

Improving security after covid-19: remote working mode and avoiding crowd gathering are one of the important trends to reshape people’s eating habits.

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