Opening a restaurant in 2026: the fundamentals of a successful customer experience
December 01, 2025
Are you a foodpreneur planning to open a restaurant in 2026? Whether you come from the trade or are just starting out, you're entering a market where customer behavior has evolved rapidly (and it's not over yet!).
A good concept and a good menu are no longer enough to win people over in the long term. Customers go out differently, plan less, compare more, watch their spending and expect a real experience. They want a place where they can eat well, but also have a good time.
The pandemic has left its mark: it has altered rhythms, accelerated digitalization and pushed customers to be more selective. While these changes are not always spectacular at first glance, they are profound and define your playground.
Opening a restaurant in 2026 means thinking in terms of the entire customer experience: how they choose you, how they order, how they wait, how they pay and what keeps them coming back.
What customers expect from a restaurant today (and what's changed since 2020)
Consumption habits remain stable in foodservice
The meal remains a social landmark, especially in France: 51% of the French go to the restaurant above all "to spend a pleasant moment with their loved ones". Traditional opening hours hold firm, with a peak at lunchtime between 12pm and 2pm, and evening service concentrated in the same period.
The basic expectations have not changed: good food, a warm welcome and a simple time in a place where you feel good. This consistency gives you a solid base on which to build your experience.
Customer behaviors that have really changed since 2020
Customers are eating more lunch and less dinner: the new meal pattern
Since 2020, telecommuting and new habits have given a new rhythm to the day. Even though in France, the traditional working hours are still in the majority, this trend is gaining ground. Evening outings are declining, especially on weekdays.This makes lunchtime service the one you really need to focus on, especially if you want to keep a good turnover. The evening becomes a quieter time, more dedicated to more tranquil experiences.
More spontaneous bookings: last-minute and walk-in on the rise
Customers plan less. They book later, sometimes at the last minute, and more often show up without a reservation. This spontaneity forces you to manage the room differently. Some managers are even abandoning reservations to avoid no-shows and adopting a "first come, first served" approach, because it's more in tune with current behavior.
Customers stay longer and spend more
When customers move, they want to enjoy. They stay longer at the table and don't hesitate to have more snacks or drinks to prolong the moment. This longer duration has an impact on your table rotation, but also often improves the average ticket. It's in your interest to make this time enjoyable, because these moments create loyalty.
Customer experience in restaurants: 5 trends that will dominate in 2026
01. Overall experience: a central criterion in foodservice
Your customers are looking for a place where everything makes sense: the welcome, the room, the decor, the service, the consistency between what they see and what they eat. They no longer separate the kitchen from the rest. You can cook very well, but if the reception, the noise or the traffic in the dining room are disturbing, the customer leaves with a blurred impression.
As a future restaurateur, the key is to anticipate these details before opening. Think of the whole experience: entering the restaurant, taking orders, moving around the dining room, service.
Every step of the way should feel natural to your customers, with no questions asked. It's here that you'll earn their satisfaction and their loyalty.
02. Perceived quality: an essential prerequisite for customers
Quality is the first thing your customers evaluate and the first thing they sanction. Your customers expect a well-mastered, visually appealing and consistently tasty dish. They want to understand why this dish is worth their money.
They also scrutinize consistency: if the menu advertises fresh produce or a certain level of craftsmanship, they expect it to be seen without compromise. This quick impression influences their overall perception of the restaurant.
For managers, this means displaying your sourcing, explaining what you do in the kitchen and highlighting your commitments. Don't let quality go unnoticed.
03. Speed and efficiency: high expectations without sacrificing the human touch
Time is becoming a scarce resource for your customers. They have less time, especially at lunchtime, and they immediately notice the slowness: taking orders that take too long, waiting to pay, complicated circulation in the dining room. At the same time, they still value the human touch. Service that's too cold gives the impression of a place that keeps the machine running, rather than a place where you can have a good time.
Your room for manoeuvre lies in balance:
➜ Rely on digital solutions to absorb what slows down service (ordering, payment, collection, queue management).
➜ Value the human for the moments that create the relationship: the welcome, a word during the meal, attention at the time of departure.
It's this mix that saves time without breaking the mood.
04. Transparency and trust: the foundations of customer relations
Transparency has become a reflex for your customers. They look at the menu, scrutinize the products, and check what you say about your supplies. And if they can't find the information right away, they know to look for it elsewhere. Between food scandals and establishments singled out for lack of honesty in recent years, we can't blame them for being cautious.
So it's a good idea to get in front of their questions. Explain your choices, your products, your suppliers. Show how you work. The more you open up the backstage area, the safer the customer feels.
Today, you have all the means to do so: physical displays, menus, social networks, messages sent after the visit... The clearer and more accessible you are, the greater the bond of trust. And it's this confidence that keeps customers coming back.
05. Price sensitivity: a determining factor in restaurant choices
Your customers watch their spending: 62% consumers say that "good value for money" will be central to their exit decision. If your prices rise without clear perceived value, you risk losing customers. So you need to check your price positioning, be transparent about the value you deliver, and adjust if necessary.
Opening a restaurant: the 6 fundamentals of a good customer experience
01. Build a clear, controlled and easy-to-understand offering
Don't try to please everyone
The more your card tries to speak to everyone, the harder it becomes to produce, explain and maintain with regularity. What's important is to assume your playground: plant-based cuisine, generous recipes, local, homemade street food... it doesn't matter, as long as the promise is clear.
"With kiosks and the digital menu on QR Code, you can guide the customer's choice without them feeling pushed. The most profitable dishes are highlighted visually, categories are organized for quick reading, and every step helps him decide without getting lost."Discover the Obypay solution
Building a clear concept from start to finish
Your concept is the guideline that links the plate, the atmosphere, the rhythm of the service and the way you order.
When everything tells the same story, from the décor to the wording on your menu, customers grasp what you're offering in a matter of seconds. This consistency builds trust, speeds decision-making and facilitates internal organization.
A clear concept is recognized at first glance, and confirmed by the first order.
"The kiosks and QR Code menu reflect your codes: colors, category names, visual style, key messages. The shopping experience remains true to your concept, whether the customer orders alone or with a team member. The tool blends into your experience rather than replacing it."Discover the Obypay solution
Evolve the menu in line with customer expectations (no meat, no fat, etc.).
Consumer expectations are changing: more plant-based options, fewer fatty products, gluten-free alternatives, and a growing curiosity for lighter recipes. You don't need to integrate everything, but your card will have to evolve over the years to keep up with these demands.
The brake is not in the plate, but often in the back office. A map fixed on a physical medium leaves you less room for maneuver: every new feature requires a reprint, a patch, a time-consuming update or a marker stroke on an already worn-out menu.
"With a digitalized menu and a single back office for all your media (kiosks, QR Code, Click & Collect, Click & Delivery...), you gain in flexibility. You can add a dish, adjust a recipe or remove what doesn't go out, without having to go through the whole organization again. The update starts in one place and is displayed everywhere in a matter of seconds, without turning every change into a construction site."Discover the Obypay solution
02. Streamline the customer journey from start to finish
Lifting waiting points
The first few minutes set up the experience. If your customers have to guess where to order, how long to wait or how the service is organized, you're creating unnecessary tension. The longer customers wait, the more demanding they become.
The route must make the various stages clear: where to go, what to do, when to order and where to settle.
"Ordering via kiosk or QR Code limits typing errors and unnecessary round-trips. Information goes straight to the kitchen, customer requests are more precise, and service keeps its pace even at peak times."Discover the Obypay solution
Reduce friction during service
A forgotten dish, a misread ticket, an unnecessary trip to the kitchen... Just because the customer doesn't see it, doesn't mean he doesn't feel it. These little frictions break the rhythm and give the impression of a disorganized service. The simpler the team's route, the less time it wastes, and the more regular and controlled the experience.
"Order kiosks clarify the order process right from the entrance. The customer sees where to order, understands how the service works and chooses without waiting. You distribute the flow more evenly, and the reception area becomes efficient and more pleasant at the same time."Discover the Obypay solution
Simplifying the end-of-experience process
The end of the meal counts as much as the beginning (sometimes more). A payment complicated, too long a wait or poor traffic flow to the exit can ruin a good first impression. Customers want to pay quickly, without having to run to a terminal and wait for someone to take care of them.
"Payment can be made at the time of ordering via the terminal, or directly at the table at the end of the meal via the QR Code. The customer scans, pays in a matter of seconds and no longer has to wait for the terminal to be brought to him. Everything goes through the same system and the table is freed up naturally, without slowing down the service."Discover the Obypay solution
03. Make information accessible without overloading the customer
An easy-to-read map
Each dish must be understandable (and make you hungry) in just a few seconds:
✔ an attractive name
✔ a description of the dish
✔ possible options (cooking, available in veggie version, etc),
✔ available extras (cheddar, bacon, fried onions, etc.)
✔ allergens contained
That's what avoids "Can I have the burger without...?", half-turns in the kitchen and ordering errors.
"On a kiosk or QR Code menu, labels, options and allergens are clearly displayed. Customers see what they're choosing, and your team no longer has to chase after the right information".Discover the Obypay solution
Clear, real-time availability
Nothing frustrates more than an unavailable dish discovered at the end of an order, or a preparation time that comes out of nowhere. Customers don't like (un)pleasant surprises.
Saying what's possible (and what's not) avoids disappointment and protect your team. A well-informed customer is a relaxed customer.
"Thanks to digital queuing, your customers immediately see their position in the queue and receive an estimated waiting time (on kiosk, QR Code or Click & Collect). And automatic notifications (SMS or push notifications) alert them when their order is ready or when a table becomes available."Discover the Obypay solution
04. Aligning operations with the customer promise
Service to suit your rhythm (lunch VS dinner, flow, season)
Lunch has nothing to do with dinner.
A summer terrace has nothing to do with a December service.
Sunday brunch is nothing like Thursday night.
Adapting your service to these rhythms means accepting that your organization must evolve according to the day and the flow:
➜ faster at lunchtime
➜ warmer in the evening
➜ more flexible in season
➜ more readable during rush periods
When the service adapts to the pace, customers find their place immediately and the team can keep up without unnecessary tension.
"You can activate or deactivate certain ordering modes (kiosks, QR Code, counter, Click & Collect) depending on how busy it is. You smooth out the flow when the room is full and resume a more traditional service when the pace drops."Discover the Obypay solution
A team not under constant pressure
A team under pressure ends up transmitting its stress to customers: a drier tone, less precise gestures, repetitive mistakes...
Conversely, a team working in good conditions transmits positive energy and offers a better experience. Lightening the load does not mean "working less", is to remove what doesn't need to be manual: double entries, back and forth, repeated explanations, tasks that distract from the core of the service.
"New arrivals get into the swing of things faster, even in the middle of the season. When repetitive processes are managed by the tool, seasonal workers can concentrate on reception and service, without having to assimilate dozens of small procedures with little added value."Discover the Obypay solution
05. Establish a relationship that goes beyond checkout
Understanding who's coming back and why
Not all customers return for the same reasons. When you identify your "lunchtime regulars", your "Thursday night regulars" or returning customers always for the same dishyou refine your choices. You can adapt your schedules, suggestions or signature dishes with greater precision.
"Data from the integrated loyalty program shows you actual habits: frequency of visits, favorite dishes, times of day. You spot the behaviors that structure your business and adjust with precision."Discover the Obypay solution
Maintaining the relationship between two visits
A solid relationship is also nurtured outside the restaurant. An important piece of information, something new, a change of schedule or a seasonal dish are enough to maintain the relationship without falling into the trap of constant solicitation. The challenge is to be there when you need to be, with a message that's consistent with your identity.
"Automated messages and targeted campaigns let you stay present only when it makes sense: a reminder after a long absence, information relevant to your target, a personalized benefit... Sober, aligned and engaging communication."Discover the Obypay solution
06. Staying agile in the marketplace
Break down your income intelligently
Relying on a single channel leaves you vulnerable. A drop in cinema attendancea summer too wet, a winter too quiet... and the margin collapses.
Diversify your sources (room, take away, delivery, pre-orders(e.g., events, corporate offers, etc.) gives you greater stability. And you can distribute the workload more evenly between kitchen, counter and dining room.
"The all-in-one solution brings together room, kiosk, QR Code, Click & Collect and Click & Delivery. You track performance by channel, see what supports margin and adjust your strategy without multiplying tools."Discover the Obypay solution
Keep a flexible offer (seasons, margins, inflation)
The market is never stable. Your suppliers change, certain materials become too expensive, volumes vary according to the season or the weather.
An adaptable offer means a card capable of evolving without disrupting service: a dish that goes off the menu, an option that disappears, a new recipe tested over a few days.
The simpler your adjustments, the more solid your restaurant will remain despite external constraints.
"You update a dish, price or option from the same backoffice, and the change applies instantly to all your media. Whether in the restaurant or on the go, information remains consistent, especially when you need to react quickly."Discover the Obypay solution
Anchor your restaurant for the long term thanks to a proven track record
You will soon be opening a traditional restaurant, a coffee shop or a food court ?
Tell us about your project, Our team can help you choose the right tools, structure your customer journey and simplify your organization.
