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Two-Thirds of Diners Are More Inclined to Wait in Line if They Can Order While Waiting via Mobile App

A survey of U.S. consumers has found that one in ten people have “knowingly jumped ahead in a line for a restaurant or cafÉ to avoid a long wait.” The survey was conducted by QikServe, a multi-channel order and payment provider. The survey found, perhaps unsurprisingly, that 93% of consumers have left or simply walked past a restaurant due to long lines. But one in twenty respondents to the survey also admitted that they had “lied about having a reservation or used someone else’s name to get into a restaurant to avoid a long wait.” These findings reveal that society is becoming less and less tolerant of waiting for their food and drinks, and that hospitality operators need to consider how to reduce wait times by offering more convenient and varied options for ordering and payment.
Two-thirds of respondents felt that they would be more inclined to wait if restaurants provided the ability to order via an app while they waited. A majority also felt that would wait if restaurants provided entertainment while they wait, clear communication or alerts about how long their wait will be, or an opportunity to earn greater loyalty rewards.
Another interesting question revealed that, although a majority of respondents would usually pick restaurants with shorter lines, a third of people would potentially choose a restaurant with a longer wait if they had an active loyalty program there.
To see the full survey results, visit:
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