Missed Connection? Over Two-Thirds of Americans Would Ditch Restaurants That Don’t Answer the Phone

• 63% of Americans say calling is their preferred way to contact a restaurant

• More than two-thirds (69%) of Americans say they’re likely to give up on going to a restaurant if no one answers the phone

• 89% of Americans would be open to using an AI agent for tasks related to interacting with a restaurant

Running a restaurant, I’ve seen firsthand how frustrating it is when we can’t get to the phone, and I know guests feel it too when their calls are met with endless ringing or go unanswered. New data shows this isn’t just a minor inconvenience for diners – some are going as far as giving up on restaurants entirely, costing restaurants business and valuable revenue. 

We recently commissioned a survey with The Harris Poll, among 2,065 U.S. adults ages 18 and older, the most common way Americans prefer to get in touch with restaurants is the old-fashioned way: by phone (63%). But in many cases (58%), those calls go unanswered, likely leaving diners with unresolved questions, missed reservations and growing frustrations. 

Where the Breakdown Lies

Phone calls are the top way Americans want to connect with restaurants, with 63% saying it’s their go-to method. Other preferred contact methods include: 

• Speaking with staff in person (34%)

• Using reservation apps like OpenTable, Resy or Yelp (30%)

• Messaging via a restaurant’s website (29%)

The problem? During peak hours, restaurant staff are often focused on delivering high-quality, in-person service, meaning incoming calls, texts and emails are frequently ignored. This disconnect is driving consumers away.  

In fact, when asked, 1 in 5 Americans (20%) report that their calls to restaurants are always/often ignored. And nearly 7 in 10 (69%) say they’re likely to give up on a restaurant altogether if no one answers the phone. Among millennials (ages 29-44) – a generation with significant spending power – that number rises to 72%.

Unanswered calls aren’t just a customer service issue—they’re a bottom-line problem.

Are Diners Ready for AI?

The good news? Diners are open to new solutions. Nearly 9 in 10 of Americans (89%) say they’d be open to using an AI agent to interact with a restaurant. While younger generations lead the charge (95% of Gen Z ages 18-28, 92% of Millennials and Gen X ages 45-60), even 80% of Baby Boomers (ages 61-79) say they’re on board. 

Here’s what diners say they would be open to letting AI handle: 

• Make a reservation (47%)

• Tracking an order or checking wait times/ availability updates (42%) 

• Searching for special offers (39%)

• Placing a pickup or delivery order (38%)

This strong appetite for AI agents presents an opportunity for restaurants to modernize guest communication without sacrificing hospitality.

Restaurants Can’t Afford to Miss a Call 

As a restaurant owner myself, I know how difficult it can be to balance being on the floor during peak service hours while managing inbound calls, texts and emails from potential guests. I’m sure we’ve lost a ton of business over the years by not being available to answer our guests' questions. That’s why we created Hostie, to help operators and managers like us focus on delivering the best hospitality experience to their in person guests, and let technology do the rest.

Hostie is an AI-powered guest communications platform that gives restaurants a smarter way to connect with customers. Hostie streamlines communication by centralizing calls, texts, and emails. The online platform automates everyday tasks like managing reservations and answering common questions, so restaurants can stay responsive and focus on creating meaningful guest experiences.

Methodology

This survey was conducted online within the United States by The Harris Poll on behalf of Hostie from May 29 – June 2, 2025 among 2,065 U.S. adults ages 18 and older. The sampling precision of Harris online polls is measured by using a Bayesian credible interval. For this study, the sample data is accurate to within +/- 2.5 percentage points using a 95% confidence level. This credible interval will be wider among subsets of the surveyed population of interest. 

About the Author

Randall Hom is CEO and co-founder of Hostie, an AI customer experience platform for restaurants.