Restaurants must speed up payments, warns survey

12 April 2012 by
Restaurants must speed up payments, warns survey

Restaurants taking too long to process customer payments is one of the biggest bugbears among diners, new research has found.

A survey from card payment processing provider Streamline found that more than half (51%) of customers said that bars and restaurants needed to improve when it came to speeding up payment.

According to the poll, which questioned 2,000 consumers, 42% of diners have complained about the length of time it has taken to pay, with 41% saying they have reduced or withheld a tip due to slow payment and 24% have simply left.

When asked whether or not waiting to pay would impact their decision to return an establishment, nearly two-thirds (65%) said they would not go back, while 86% said they would leave straight away if they saw a queue to pay.

Commenting on the research, Donna Dawson, a psychologist and consumer behaviour expert, said restaurants dealing speedily with payment was still an essential part of good customer service.

"Customers today have no time to wait around once their meal is over - we are witnessing the death of the British queue, as ‘time is money' for everyone in the present economy," she said. "If left kicking their heels, customers will simply vote with their feet and not return. Consequently, bars and restaurants need to be doing all they can to process payments as quickly as possible."

Half of hospitality and leisure firms are feeling positive for business prospects in 2012 >>

Bad service remains biggest pet hate among diners >>

By Kerstin Kühn

E-mail your comments to Kerstin Kühn here.

If you have something to say on this story or anything else join the debate at Table Talk - Caterer's new networking forum. Go to jobs

Looking for a new job? Find your next job here with jobs

Blogs on ]( Catch up with more news and gossip on all Caterer's blogs
[E-newsletters]([ For the latest hospitality news, sign up for our E-newsletters
The Caterer Breakfast Briefing Email

Start the working day with The Caterer’s free breakfast briefing email

Sign Up and manage your preferences below

Check mark icon
Thank you

You have successfully signed up for the Caterer Breakfast Briefing Email and will hear from us soon!

Jacobs Media Group is honoured to be the recipient of the 2020 Queen's Award for Enterprise.

The highest official awards for UK businesses since being established by royal warrant in 1965. Read more.


Ad Blocker detected

We have noticed you are using an adblocker and – although we support freedom of choice – we would like to ask you to enable ads on our site. They are an important revenue source which supports free access of our website's content, especially during the COVID-19 crisis.

trade tracker pixel tracking