Faster Service

26th October 2016




Diners are demanding faster service and more convenient ways to pay when eating out and ordering takeaways for delivery, shows new research by Barclaycard.  As dining habits change, the pressure is mounting on restaurateurs to respond with technology that balances speed with a more personalised dining experience, says the credit card company.  More than a quarter (26%) of time-strapped UK adults now dine out at least once a week, rising to more than a third (36%) among 18 to 34-year-olds, the research revealed. Meanwhile, one in seven (13%) of consumers admitted to ordering meals from restaurants through online tools and apps such as Just Eat and Deliveroo on a weekly basis. Dining choices are changing mostly for convenience (56%) but also as a result of increased disposable incomes (28%), with restaurant spending reaching a 15-month high, up 14.9% year-on-year in August. The research showed the need for speed is causing customers to become more impatient when eating out, prioritising quick service (37%) over value (21%) and menu choice (33%).


Pressure is mounting on restaurants  to speed up the payment process, with consumers more likely to choose venues that offer contactless payments (15%), the option to pre-order and pay via an app for both delivery and eating in a restaurant (15%) or payment via mobile device at the table (14%). Customers are calling for bill-splitting apps or tools for large groups and automatic payment services similar to Uber, where credit or debit card details are stored and payment is taken from the cardholder’s account automatically. Diners would also like restaurateurs to make their experience feel more personal, with a third (33%) more likely to choose somewhere to eat if they receive tailored offers based on personal data they have provided.


Barclaycard customer solutions director Sharon Manikon 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 the restaurant sector enters a new era of ‘dining-on-demand’, the industry needs to respond with the right technology to improve the service and experience they provide, or risk getting left behind by their more savvy competitors.”