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Published by: Mintel International Group Ltd.
Published: Apr. 1, 2008 - 91 Pages
Table of Contents
- ISSUES IN THE MARKET
- Main issues
- Abbreviations
- MARKET IN BRIEF
- Sector booming, but for how long?
- Room for improvement
- Staffing issues
- Technological opportunities
- The consumer as reviewer
- STRENGTHS AND WEAKNESSES IN THE MARKET
- Strengths
- Weaknesses
- INTERNAL MARKET ENVIRONMENT
- Key points
- A more food-focused society
- Figure 1: Agreement with selected lifestyle statements on food and eating out, 2003-07
- Shoppers seek service
- Figure 2: Agreement with selected lifestyle statements on customer service, 2003-07
- Finding the right people
- A living wage?
- The tipping point
- Staff training
- The impact of technology
- The growth of the Internet and UGC
- BROADER MARKET ENVIRONMENT
- Key points
- An increasingly affluent society
- Figure 3: Trends in personal disposable income and consumer expenditure, 2002-12
- UK population still expanding
- Figure 4: Trends in the age structure of the UK population, by gender, 2002-12
- Growth in the ABC1s
- Figure 5: Forecast adult population trends, by socio-economic group, 2002-12
- Times of our lives
- Figure 6: Trends in UK adult population, by lifestage, 2002-12
- Figure 7: Trends in UK household composition, 2002-12
- COMPETITIVE CONTEXT
- Key points
- Figure 8: Selected expenditure priorities, 2006 and 2007
- MARKET SIZE AND FORECAST
- Key points
- Eating out market trends
- Figure 9: The UK market for eating out,* 2003-13
- Figure 10: The UK market for eating out, * by sector, 2001-07
- POSITIVE CUSTOMER SERVICE FACTORS LIKELY TO AFFECT RESTAURANT VISITING
- Key points
- Figure 11: Positive factors of customer service likely to affect restaurant visiting, January 2008
- Friendly service and clean facilities key
- Service important to ABC1s…
- …and to couples and workers
- The exuberance of youth
- Impact of children
- Women look for clean facilities
- Original menus
- Building an emotional connection
- Figure 12: Most popular positive factors of customer service likely to affect restaurant visiting, by positive factors of customer service likely to affect restaurant visiting, January 2008
- Figure 13: Next most popular positive factors of customer service likely to affect restaurant visiting, by positive factors of customer service likely to affect restaurant visiting, January 2008
- NEGATIVE CUSTOMER SERVICE FACTORS LIKELY TO AFFECT RESTAURANT VISITING
- Key points
- Figure 14: Negative factors of customer service likely to affect restaurant visiting, January 2008
- Rude staff and unclean facilities a turn-off
- Gender differences
- Impact of age
- Service affects many elements of the restaurant experience
- Education, education, education
- Relationship between negative factors
- Figure 15: Most popular negative factors of customer service likely to affect restaurant visiting, by negative factors of customer service likely to affect restaurant visiting, January 2008
- Figure 16: Next most popular negative factors of customer service likely to affect restaurant visiting, by negative factors of customer service likely to affect restaurant visiting, January 2008
- Positive versus negative factors
- Figure 17: Most popular negative factors of customer service likely to affect restaurant visiting, positive factors of customer service likely to affect restaurant visiting, January 2008
- Figure 18: Next most popular negative factors of customer service likely to affect restaurant visiting, by positive factors of customer service likely to affect restaurant visiting, January 2008
- APPENDIX - POSITIVE CUSTOMER SERVICE FACTORS LIKELY TO AFFECT RESTAURANT VISITING
- Figure 19: Most popular positive factors of customer service likely to affect restaurant visiting, by detailed demographics, January 2008
- Figure 20: Next most popular positive factors of customer service likely to affect restaurant visiting, by detailed demographics, January 2008
- Figure 21: Number of positive factors affecting decision to visit a restaurant again, by the factors chosen, January 2008
- APPENDIX - NEGATIVE CUSTOMER SERVICE FACTORS LIKELY TO AFFECT RESTAURANT VISITING
- Figure 22: Most popular negative factors of customer service likely to affect restaurant visiting, by detailed demographics, January 2008
- Figure 23: Next most popular negative factors of customer service likely to affect restaurant visiting, by detailed demographics, January 2008
- Figure 24: Number of negative factors affecting decision to visit a restaurant again, by the factors chosen, January 2008
- APPENDIX: RESEARCH METHODOLOGY
AbstractBritain’s restaurants, and the standards of service they provide, have increasingly come into the public spotlight in recent years, and are now being especially scrutinised in the run up to the 2012 London Olympics. This together with the fact that being a waiter is no longer seen as a long-term profession (due mainly to low wages ie the minimum wage) has resulted in making the improvement of customer service no simple task. Any efforts made will have to be tailored specifically to the needs and the demands of each specific venue. That being said, various inroads are already been made into raising the level of service offered in British restaurants across the eating out market. Most notably there has been a higher focus on training in recent years and the gradual evolution of national diplomas within the industry as well as concepts such as the Skills Passport which are helping reinvigorate the idea of ‘professional’ waiters/waitresses.
With consumers’ purse strings becoming more and more restricted and consumers themselves increasingly knowledgeable and demanding, the issue of customer service is likely to be central to those venues looking to create points of differentiation.
This report asks consumers specifically about what factors are likely to entice them into a venue and which are the most off putting. It also questions respondents on their general attitudes towards customer service whilst investigating the idea that customer service can be used to add value to the standard restaurant offer.
Main themes of the report:- Which factors do consumers consider important when deciding where to go for a meal? Which of these are essential for operators to get right?
- What are the challenges facing restaurant operators in recruiting and keeping staff who are able to deliver high standards of service?
- How is technology changing the way in which restaurants provide service to customers, and what further developments may the future bring?
- How will the credit crunch affect the eating out market and what role can customer service play in helping operators ensure that they continue to thrive in challenging circumstances?
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