The same research also said that 95 per cent of diners would tell their friends about the slow service, showing that there are negative effects of word of mouth as well as positive.
Steven Pike, managing director of HospitalityGEM said: “Our research clearly demonstrates the need for operational processes and training to support a fast, effective service. However, it’s also about reading the guest’s needs and recognising the appropriate pace. The silent impact on your brand when the pace is wrong (and too slow is a more common complaint than too fast) can be significant.”
Less than half of the survey’s respondents said that they would complain whilst at the restaurant or pub, lowering the chances of managers being able to address the issue.
Pike said that there needs to be evaluation systems in place to help combat this problem.
“It can be difficult for operators to even be aware of problems before they leak into the guest’s recommendations. This demonstrates the need for a comprehensive evaluation system that can compare the experience against the brand standards and highlight areas where improvement is needed,” he said.
HospitalityGEM’s figures also show that 57 per cent of consumers want to be seated within five minutes of arriving at the venue, and that two-thirds expect their order to be taken within five to 10 minutes.