After initial COVID shutdowns slowly began to ease earlier this year and restaurant operators dipped their toes into the uncertainty of a new landscape, many were unsure if diners would feel safe again. Coco’s restaurants drew upon their 70-year history and led with the mantra that “putting guests’ health and safety first is nothing new at Coco’s—we have been satisfying guests for seven decades during good and extraordinary times.”
Coco’s efforts have been paying off—the company’s most recent Merchant Centric review analysis shows Coco’s customer satisfaction up eight basis points relative to the pre COVID period, with very strong ratings in COVID-related safety topics.
During the market analysis conducted both pre-and post-COVID, the team gathered and reviewed more than 8,000 Coco’s star/review ratings on various social channels such as Yelp, TripAdvisor, Facebook and Google, which were then compared to multiple competitive players in the market, including IHOP, Denny’s, Another Broken Egg Café, Black Bear Diner, Farmer Boys, First Watch, Mimi’s Café, Norms Restaurant and Snooze A.M. Eatery.
Prior to COVID, Coco’s star ratings were equally matched with the competition at a 4.13 average. Post COVID and into September, Coco’s average star rating increased to 4.21 while the average competition decreased to 4.11.
“Ensuring our guests have a safe, comfortable and enjoyable dining experience is, and has always been, a top priority for Coco’s,” says Coco’s CEO Sam Borgese. “Reviewing our most recent online reviews and customer feedback reports illustrate that our dedication to these core principles resonates with our customers,” he added.
A sampling of some of the most recent online reviews reinforce this messaging:
“This location has historically provided excellent service to their customers and COVID has not stopped them.”
“Coco’s (Culver City) is the best place to be during COVID-19.”
“Love this place, definitely felt safe with all the new COVID measures in place.”
“During these uncertain times, we definitely felt safe, satisfied, and would highly recommend this location.”
