What Are the Expectations of Restaurants and Customers Post Covid-19?

In the context created by Covid-19, customer expectations when going to restaurants have shifted significantly. However, global studies show a clear and encouraging trend: people are eager to return to restaurants, cafés, and terraces.

Around 60% of respondents say they plan to dine out once restaurants reopen, many of them motivated not only by leisure but also by a desire to support the HoReCa industry. This shift in mindset — from purely transactional dining to a more loyal, community-driven approach — has significant implications for how restaurant owners should think about their spaces.

Consumers have shown a strong sense of empathy toward the challenges faced by restaurants. In fact, only 31% express concern about the risks associated with dining out, indicating a growing level of confidence. During the pandemic, many customers actively supported their favorite venues by purchasing vouchers or prepaid products, helping businesses stay afloat during uncertain times.

Digitalization and Changing Behavior

This period also accelerated digitalization across the HoReCa sector. Restaurants maintained close communication with their customers through social media, keeping them informed about safety measures, updates, and operational changes.

Many businesses quickly adapted by introducing takeaway and delivery services, even if these were not previously part of their strategy. For locations with terraces, reservations increasingly shifted to phone or online systems to reduce physical interaction.

At the same time, payment behavior changed. Cash transactions declined, while card and contactless payments became the preferred option. This digital shift is likely permanent — restaurants that continue to offer flexible booking, ordering, and payment options will be better positioned to meet evolving customer expectations.

Key Insights from Consumer Data

Recent data highlights several positive signals for the hospitality industry. 57% of consumers say their budget has not been significantly affected and they do not plan to reduce spending on restaurants. At the same time, 73% consider clear communication of health and safety measures essential to their decision-making.

When it comes to dining preferences, nearly half of consumers (47%) prefer traditional restaurants with table service. Fast-food concepts follow closely at 45%, while 35% opt for supermarkets offering ready-to-eat meals.

Additional behavioral shifts reveal a more nuanced picture of consumer intent:

• 45% of consumers eat less fast food than before
• 38% intend to support their favorite businesses more in the future
• 32% plan to cook more at home
• 25% want to reconnect with friends in restaurants
• 22% are interested in trying new dishes

Together, these figures point to a more selective, intentional consumer — one who values quality and connection over convenience alone.

Beyond Safety: What Truly Matters to Today's Guests

While transparency and safety remain essential, customers are no longer driven solely by price, promotions, or convenience. They are looking for well-executed concepts and meaningful experiences.

Restaurants that stand out are those that combine thoughtful design with comfort and originality — spaces that offer intimacy, a natural atmosphere (especially on terraces), and a distinctive identity. This is precisely where well-planned interior design becomes a competitive advantage rather than a cosmetic afterthought.

Post-Covid design trends also point toward greater transparency, such as open kitchen concepts, as well as the use of materials with antimicrobial properties. These elements not only respond to guest expectations around cleanliness and trust, but also add a layer of visual interest and authenticity to the dining experience.

Looking Ahead: A Cautiously Optimistic Future for HoReCa

Although the HoReCa industry faced a period of uncertainty, the outlook remains positive. While some studies suggest that customer numbers may take time to fully recover, the demand for dining experiences is still strong.

Restaurants that adapt to new expectations — by combining safety, design, and experience — will be best positioned to attract and retain customers in the long term. The data is clear: guests are not simply returning out of necessity, but out of genuine desire to reconnect, support local businesses, and enjoy spaces that feel intentional and welcoming.

At P&M Furniture, we work with hospitality operators to turn these insights into action — designing furniture and spaces that meet both the practical and emotional needs of today's guests. Contact our team at sales@pmfurniture.com to discuss how we can support your next project.

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