Competitor Strategies in Consumer Foodservice

May 2023

As the pandemic continues to challenge some markets, new obstacles are emerging in the form of labour shortages, rising costs and inflationary pressures. To remain competitive, players must focus on delivering value for money while adapting to changing consumer needs and fostering loyalty. Mobile ordering is becoming increasingly important, presenting an opportunity for businesses to streamline their operations and enhance customer experiences. Navigating these complex and interconnected issues

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This report comes in PPT.

Key Findings

Chains maintain market share gains despite resurgence of independent players

The pandemic saw chains gain market share due to their ability to adapt to drive-through, delivery and takeaway services. Independent players are seeing a resurgence in business, but chains still hold a 4-percentage-point advantage over their pre-pandemic 2019 market share.

Economic uncertainties challenge industry operators

While facing increasing costs, operators need to re-evaluate their value proposition and adapt to changing customer needs due to the increasing cost of living and economic uncertainties, which haves caused consumers to become more judicious in their spending and place a greater emphasis on obtaining value for their money.

Industry players drive digital adoption through mobile apps and loyalty rewards

Key players are focusing on improving their mobile apps, loyalty programmes and rewards systems to engage customers and promote digital adoption. By providing valuable rewards and regular engagement, companies can create strong relationships with consumers and turn them into brand advocates.

Automation and new technologies utilised to face the challenge posed by staff shortage

Staffing issues impacting the consumer experience, brand relationship and customer loyalty result in industry players actively adopting automation and advanced technologies for greater efficiency and smoother consumer experiences.

Restaurants strive to shift ordering to their own apps

Partnerships proved to be a rapid response to the changes brought by the pandemic, allowing efficient home delivery services. However, with rising costs, a growing need for control over the consumer experience and data collection, restaurants aim to shift ordering to their own apps, even if the delivery process may still involve external partners for final delivery.

Key findings
Companies at a glance
Chains’ adaptive capabilities during the pandemic ensure market gain over independents
Industry dependence
Granularity of growth
Emerging markets continue to account for a limited share
Constant innovations and developments help key players to maintain their position
Adapting to the impact of rising costs and inflation: Elevating customer engagement
Mobile loyalty programs as means to innovate and enhance customer engagement
Enhancing customer loyalty through expansion of digital user experiences
Tech-driven foodservice revolution
Robotic and automated foodservice enhance efficiency and convenience
Navigating the competitive landscape of food delivery
Adapting to the new normal: The evolution of restaurant spaces
Driving t owards c onvenience with new store features and services
Key takeaways

Consumer Foodservice

Consumer foodservice is composed of cafés/bars, full-service restaurants, limited-service restaurants, self-service cafeterias and street stalls/kiosks.

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