Customers of quick service restaurants will expect enhanced safety and hygiene measures after COVID-19. This includes regularly sanitizing equipment, providing sanitizers for customers, strict staff hygiene practices, proper ventilation, and hygiene audits. Customers will also demand transparency in production, packaging, and supply chains through open kitchen policies, supplier disclosures, and production videos. Detailed traceability of raw materials, manufacturing, packaging, distribution, and waste management will be expected. Fast service with limited interaction through digital ordering and expanded delivery/drive-thru is also important.

1. by
Post COVID 19
QSR sector
Smart Up Business - Project SurvivorsAPR 20 1
www.smartupbusiness.com
Dubai, UAE

2. Apr 20 Smart Up Business - Project Survivors 2
Customers expectations
from Quick Service Restaurants after COVID19 crisis
2
Extreme safety & hygiene measures
Fast service with limited
personal interaction
Variety of products with
consistency of quality
Healthy food
Strong community presence &
involvement
Detailed traceability for
production & supplies
Unquestionable transparency in
production, packing & supply chain
Educational marketing, tie ins &
bounce back promotions

3. Apr 20 Smart Up Business - Project Survivors 3
I. Extreme safety & hygiene measures
3
Restaurant
hygiene
Equipment
sanitation
Hygiene
audits
Proper
ventilation
Staff
hygiene
1. Equipment to be sanitized & regularly
checked using the appropriate tools &
cleaning solutions
2. Availability of reachable sanitizers for
customers
3. Increase & enforce personal hygiene
standards for working staff
4. Proper ventilation to avoid any
inappropriate smells
5. Hygiene regular audits by a 3rd party &
advertise audit rating in restaurant entrance
Safe & Clean Clean Acceptable Risky Hi Risk

4. II. Transparency in
production, packing
& supply chain
Smart Up Business -
Project Survivors Apr 20 44
• Open Kitchen policy
• Disclosure of main suppliers
• Usage of disposable tools whenever possible
• Production live videos

5. III. Detailed
traceability
for production
& supplies
Apr 20 Smart Up Business - Project Survivors 5
5
Raw products resources
Manufacturing
Packaging
Distribution
Restaurant preparation
Serving or delivering to customer
Waste Management

6. IV. Fast Service with
limited customer
interaction
6
• Simplified production & operation
• Adaptation of digital technology in
placing orders
• Expand drive thru service &
delivery service
• Ordering through mobile apps &
websites
• Usage of proper packaging &
delivery equipment
• Acceptance of all digital payment
medias

7. V. Healthy
food
• Availability of diet programs &
subscriptions
• Flexibility of condiments & tastes
• Educational health & diet
information
• No preservatives, artificial colors or
chemicals
• Products calories & nutritional facts

8. VI. Variety of products
with consistency of quality
• Menu engineering
• Serving different dayparts
• Low cost/ high value products
• Variety & flexibility
• Simplified operation based on
calibrated equipment
Smart Up Business -Project Survivors Apr 20 88

9. Mar-17 By Sherif Hanna -Smart Up Business 9
VII. Strong community presence & involvement
• Hand to mouth activities on the level of branches trading area as part of LSM calendar
• National level activities through neutral institutions

10. Apr 20 Smart Up Business - Project Survivors 1
0
VIII. Educational marketing, tie ins
& bounce back promotions
10
Website,
Mobile app,
Handouts,
Social media,
Sweepstakes
Brand story
Company
culture
Informationa
l messages
Data sheets
Community
activities &
PR
Effective
CRM
program• Clear & well communicated strong company culture
• Strong brand story that reflects brand values, culture &
customers benefits
• Informational messages & personalized customers
communication with tailored messages to each customers
group
• Availability o products data sheets & transparent
traceability
• Strong & honest community activity that is widely
advertised
• Effective CRM program that handles all comments on
personal basis (the case of Chipotle after E-coli
breakthrough

11. www.smartupbusiness.com