eMarketer – As in many industries, there is a gap between consumer expectations and business execution for restaurants. Operators are often slow to adopt new technologies and those that they’ve implemented aren’t always satisfactory.
In a February 2018 survey of US internet users and restaurant executives by BRP (Boston Retail Partners) and Windstream Enterprise, restaurant operators met consumer expectations on only two factors: contactless/mobile payment, for which 32% of consumers valued it and one-third of operators offered it, and Wi-Fi availability (44% both valued it and offered it).
Consumer expectations will be even higher over the next 24 months. The most important factor now (71%) and in two years (81%) is simply ease of payment, but just 45% of restaurant operators said they had “excellent” execution. Two of the biggest jumps in consumer expectation between now and 2020 will be the ability to order ahead digitally (a 55% increase) and Wi-Fi availability (up 59%).
Read Full Article: Diners Have High Expectations for Restaurant Tech