Time-strapped Brits call for restaurants to speed up service, says research
Busy restaurant-goers are demanding faster service.
New research from Barclaycard found that consumers want more convenient ways to pay when eating out. Once reserved for a special occasion, busy lifestyles have caused a surge in the number of Brits who eat out regularly, with more than a quarter (26 per cent) now opting for a restaurant over cooking at home at least once a week, with convenience the driving factor for almost a third (32 per cent).
But as dining habits change, the research shows that the need for speed is causing customers to become more impatient, with quick service (37 per cent) now considered more important than value (21 per cent) and menu choice (33 per cent) when selecting a restaurant.
Diners report that waiting too long for their food is the most frustrating part of the eating out experience, with six in 10 (59 per cent) losing patience when their order takes too long to arrive. Consumers also become dissatisfied when extra charges are added to their bill, including tips (54 per cent), service charges (50 per cent) and items which appeared to be complimentary, such as bread and water (44 per cent). A further one in two (49 per cent) also become annoyed when left hanging around for the bill at the end of their meal.
In response to the impatient, convenience-driven diner, Brits are calling for restaurants to introduce technology to speed up the payment process. One in six consumers (15 per cent) are now more likely to choose venues which allow them to pre-order and pay for their food in advance – meaning they can leave as soon as they’ve finished eating. A further 15 per cent also opt for restaurants where they can pay by contactless or via a mobile device at the table (14 per cent).
Demonstrating the growing need to offer a range of payment options, almost a quarter (23 per cent) of restaurant-goers anticipate they will increase their usage of contactless cards and devices when dining out in the next 12 months, while a further 10 per cent expect to pay using an app more often.
When it comes to paying the bill in a large group, technology is also invaluable for improving the customer experience. 85 per cent of diners admit they often end up frustrated when eating out with friends or family, citing paying for more than they ate (31 per cent) or alcohol they didn’t drink (31 per cent) and having to figure out how much each individual spent (33 per cent) as their key concerns.
In response, one in five (18 per cent) restaurant-goers would like to see the introduction of bill-splitting apps or tools for large groups, and over a quarter (28 per cent) would like to get a separate bill for alcohol when dining with a crowd.
Sharon Manikon, Customer Solutions Director at Barclaycard said: “Time is of the essence for today’s busy Brits and this ‘need for speed’ now seems to be translating to the dining experience. But instead of being a special treat, eating out and ordering food in are increasingly becoming the norm, with consumers turning to restaurants and delivery services to provide quick and easy meal-time options, whether it’s a bite to eat after work or a mid-week takeaway ordered from a mobile device on the move."
“As ‘dining-on-demand’ becomes more popular with busy Brits, restaurants need to respond with technology to improve the service and experience they provide. By introducing a personal touch, such as apps which allow diners to pre-order and pay for meals in advance, or tools that enable bills to be split per head, customers’ appetites for enjoyable food and high quality service can be well and truly satisfied.”
