Why Trust Matters More Than Ever for Restaurants

Diners are highly skeptical and place a premium on trust, not just great food. Research shows that around 94 percent of diners read online reviews before visiting a restaurant, and 72–79 percent trust them as much as personal recommendations. 

“Consumers now research menus, hygiene ratings, and reviews before choosing where to eat,” said Andrew Witts, Digital Marketing Expert at Studio 36. “Restaurants that demonstrate transparency, authenticity, and quality consistently outperform competitors, both in customer loyalty and online visibility.

Positive reviews and credible online information directly affect bookings and revenue. Restaurants with higher review scores see higher customer conversion and repeat visits, according to Restaurant Intelligence Agency.

Consumer trust influences selection intention and loyalty, with credibility shaped by consistent quality and genuine customer experiences. A 2024 Edelman Trust Barometer shows that 70 percent of consumers globally will avoid brands they perceive as untrustworthy.Trust is also directly tied to a restaurant's visibility online. With search engines like Google prioritizing Expertise, Authoritativeness, Trustworthiness (EAT) guidelines, brands must ensure their content and digital presence are credible and reliable. 

“Trust isn’t just a nice-to-have for restaurants,” Witts said. “It drives repeat visits, positive reviews, and customer loyalty. Brands that invest in authentic authority stand out in a crowded market.”

He offers a few strategies for restaurant brands to build credibility.

Showcase Authentic Expertise

Don’t just tell customers you serve great food—show them. Highlight the credentials of your chefs and your commitment to quality ingredients. For example, if your restaurant emphasizes farm-to-table dining, feature the farms and local producers you work with on your website or in your marketing materials.

Leverage Customer Experiences 

Share authentic testimonials from satisfied customers, feature positive social media mentions, and encourage diners to leave feedback on review platforms. They can humanize your brand and signal reliability. Engage with reviews, responding to both positive and negative comments. 

Be Transparent 

Share information about your ingredients, sourcing practices, allergen warnings, and sustainability efforts. If your restaurant focuses on minimizing food waste or reducing your carbon footprint, make that a part of the  brand narrative.

Earn High-Quality Mentions

Building credibility through earned media is crucial. Secure press coverage, and collaborate with reputable food bloggers/influencers.These third-party endorsements can go a long way in signaling your restaurant’s credibility to a wider audience.

Monitor and Update Online Presence

It’s important that your brand’s online presence remains current and accurate. Keep your menu updated and ensure your restaurant's details including hours and contact information are correct across all platforms, particularly on Google and Yelp, where many go to research restaurants.