In a surprising turn for the regional food industry, the shocking drop in customer satisfaction has hit major Gulf restaurants chains, as highlighted in a recent 2024 regional survey. The findings, conducted by the Middle East Food Quality Review Board, have stirred conversations among customers and business owners across the Gulf Cooperation Council (GCC) countries, including the UAE, Saudi Arabia, Kuwait, Bahrain, Oman, and Qatar.
Why Gulf Diners Are Losing Their Appetite
The shocking drop in customer satisfaction has been attributed to several key issues—rising food prices, falling food quality, delays in service, lack of hygiene, and poor staff behavior. Over 25,000 diners participated in this year’s survey, with nearly 62% expressing dissatisfaction with at least one major restaurant chain they had previously trusted.
The report clearly shows that customers are no longer willing to tolerate high prices and poor experiences. According to analysts, restaurants are now paying the price for ignoring growing customer expectations in a competitive post-COVID food landscape.
7 Major Chains That Lost Their Shine
Among the most affected are seven well-known restaurant chains that once dominated the Gulf food scene. These include:
- Al Tazaj
- Nando’s Middle East
- PF Chang’s Gulf
- Chili’s Gulf
- The Cheesecake Factory GCC
- Shawarmer
- Paul Arabia
These brands showed a significant dip in satisfaction scores—ranging from a 15% to 40% decrease compared to the previous year. The shocking drop in customer satisfaction has exposed cracks in their operations, despite their global reputations.
Service Delays and Untrained Staff Are Top Complaints
One of the most repeated complaints was the lack of professional customer service. Customers reported long wait times for orders and cold or incorrectly served food. In cities like Riyadh, Dubai, and Doha, many restaurants are heavily dependent on temporary or undertrained staff due to rising labor costs.
This has led to a decline in customer engagement and poor service delivery—major factors behind the shocking drop in customer satisfaction.
Food Quality Fails to Meet Expectations
Another major issue highlighted in the report was the decline in food quality. Customers mentioned that their favorite meals no longer tasted the same and that food appeared stale or reheated. This was particularly noted in fast-casual and dine-in restaurants.
Ingredients used have reportedly changed, with many chains switching to cheaper suppliers. The end result? A mismatch between pricing and food experience, causing regular patrons to abandon their favorite eateries.
Hygiene Standards Under Scrutiny
Post-pandemic, hygiene remains a top concern for customers. Restaurants that failed to maintain visible cleanliness, especially in kitchens and washrooms, saw a significant fall in ratings. Social media also played a role in amplifying customer complaints, with viral videos exposing dirty utensils or insects in food at popular places.
The shocking drop in customer satisfaction cannot be ignored when public trust is directly impacted by hygiene-related scandals.
Inflation and Menu Pricing Also to Blame
The Gulf region is also facing inflationary pressures. As the cost of food ingredients, rent, and utilities has risen, many restaurants have increased their menu prices. Unfortunately, this price hike has not been matched with better service or food quality.
Customers now feel they are paying more for less—a sentiment that has fueled the shocking drop in customer satisfaction across the Gulf region.
Survey Also Finds a Rise in Customer Expectations
Interestingly, the survey also revealed that customers are expecting more than ever. With access to online reviews, food blogs, and social media influencers, diners are more informed and more demanding. High-quality photos and marketing campaigns create high expectations that many restaurants are failing to meet.
The modern customer wants fast service, consistent food quality, clean surroundings, and staff who care. Anything less leads to disappointment—and contributes to the shocking drop in customer satisfaction reported in the survey.
What Gulf Restaurants Must Do to Recover
Experts suggest that restaurant chains can reverse this trend by taking immediate steps:
- Invest in Staff Training: Frontline staff need to be well-trained to handle customers politely and professionally.
- Improve Food Quality: Focus on freshness and flavor, not cost-cutting.
- Maintain Hygiene: Regular inspections and public hygiene ratings can help regain customer trust.
- Embrace Digital Feedback: Restaurants should actively respond to online reviews and adapt accordingly.
Some restaurant groups have already begun damage control. For instance, PF Chang’s in Dubai has launched a campaign called “Back to the Basics,” aiming to improve food quality and customer experience within 60 days.
Customers Are Now Exploring Local Alternatives
Another key trend revealed by the survey is a rise in popularity of local eateries and cloud kitchens. Many customers in Gulf countries are turning to smaller, independent restaurants that offer better service and affordable meals.
This shift could change the landscape of the Gulf dining industry, which has long been dominated by international and franchise chains.
Conclusion
The shocking drop in customer satisfaction hitting Gulf restaurant chains in 2024 serves as a serious wake-up call. Diners are speaking out, and restaurants must listen—or risk being left behind.
In an age where one viral review can ruin a reputation, consistency, quality, and care are no longer optional—they are essential.
Also Read – Gulf Countries to Launch 50+ New Restaurant Franchises in 2025
