What Customers Actually Want in 2025
Tastes change and so do expectations. In 2025, customers are looking for more than just good coffee or a decent meal. Time feels more precious, money is tight, and people are getting choosier about where they go.
So what are they looking for now? Here’s what we’re seeing from the shop floor to the strategy table.
Something that feels real
People are done with generic. There’s a craving for the specific. Whether it’s a café that tells its founder’s story or a menu that’s proudly local, customers are looking for places that feel like they have a heartbeat and not just a business plan.
→ Think: honest storytelling, clear values, unpolished charm.
A reason to leave the house
Going out has to be worth it. With better home setups, easy delivery, and rising costs, diners are looking for something they can’t get from a screen.
→ Think: atmosphere, connection, surprise, and a sense of occasion, even on a weekday morning.
Care
This one’s simple but easily missed. Guests are drawn to places where they feel looked after. Not just served but seen. This goes beyond service; it’s tone of voice, lighting, layout, how the space makes them feel.
→ Think: warm hosting, generous details, thoughtful design.
Less noise, more clarity
Long menus, unclear pricing, or five different coffee sizes — it’s too much. Decision fatigue is real. In an age of overwhelm, simplicity is a luxury.
→ Think: edited offers, daily specials, tight formats. Make it easy, make it strong.
Better non-alcoholic options
The no/low movement is here to stay. From midweek meet ups to sober socials, people want drinks that feel grown-up without the booze.
→ Think: small-batch sodas, zero-proof cocktails, craft kombucha, thoughtful tea menus.
Respect for time
In and out for lunch? Great. Want to linger for hours? Also great. Customers value spaces that flex with their pace and not ones that rush them or leave them stranded.
→ Think: clever zoning, clear comms, and service that adapts to the mood.
Bottom line?
People still want to go out. But not just anywhere. They want to go somewhere that makes them feel good and not just fed. If your offer has thought, feeling and a point of view, you’re already ahead.
Want to distil your offer and sharpen your guest experience? That’s where we come in.
At The Engine Room, we work with ambitious cafés and restaurants that want to stay ahead of the curve without losing what makes them, them.
Whether you need strategic clarity, help refining your offer, or a trusted partner to drive commercial growth, we’re here to help. Get in touch with us today via our contact form and see how The Engine Room can help your hospitality business thrive.
