PRN: Waiting to Pay Creates 'Restaurant Rage' Amongst Consumers

12/apr/2012 09.40.43 PR Newswire Turismo Contatta l'autore

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Waiting to Pay Creates 'Restaurant Rage' Amongst Consumers


LONDON, April 12, 2012 /PRNewswire/ --

Death of Great British Queue Imminent

The extent of 'restaurant rage' is laid bare today by new research from Streamline, the largest provider of card payment processing in the UK, which shows our frustrations when it comes to waiting to pay in bars and restaurants.

The poll of 2,000 consumers shows how irritated we become when waiting to pay in bars and restaurants, as well as the actions we take as a result of our annoyance.

Despite our traditional British reticence, 42% of people have complained verbally about the length of time it has taken to pay, and 16% admit to having lost their temper and regretting it later. 41% say they have reduced or withheld a tip due to slow payment, and 24% have simply left. In a clear message to the sector, over half (51%) say that bars and restaurants need to improve when it comes to speeding up payment.

When asked whether or not waiting to pay would impact their decision to visit a bar and restaurant again, 65% say they would not go back and 86% would walk in and leave straight away, if they saw a queue to pay.

Donna Dawson, a psychologist and consumer behaviour expert, said: "Restaurants forget at their peril that dealing speedily with payment is still an essential part of good customer service. A customer who has to wait to pay will feel ignored and expendable, and this situation could run the risk of non-payment. 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. If left cooling 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."

The research is revealed as Streamline launches a new payment terminal called StreamlineDigital, which reduces transaction times from 14-16 seconds to 4-6 seconds therefore decreasing queues and increasing customer satisfaction.

StreamlineDigital is an IP broadband connected terminal with a secure connection. As well as offering faster transaction speeds, it is easy to install and business grade broadband is available through Streamline's trusted business partner, Eclipse Internet.

Matt Rowsell, Chief Commercial Officer for Streamline, said, "We've all experienced the pain of waiting, when all we want to do is pay and leave. For busy staff in bars and restaurants that pain is multiplied. Our research shows that waiting to pay is right up there amongst the most irritating of customer frustrations, which is why quicker payments are key to ensuring that you have a happier, more loyal customer base."

Shaun Alpine-Carter, who runs Table Cafe, a busy restaurant near tourist hotspot, Borough Market in London, said, "At one point we were starting to get seriously busy, and found that just about everyone who came in wanted to pay by card.

"We also offer take-away meals, so it was even more vital that we didn't have long queues in the restaurant. We'd been increasing the number of phone lines we had to install more dial up terminals, and it was costing us a fortune. StreamlineDigital has made a big impact since we installed it, in terms of faster turnaround, shorter queues and more satisfied customers."

Notes to Editors


In March 2012, Loudhouse Research spoke to 2,000 UK adults who have dined out in the past three months.

About Streamline

Streamline is the UK's leading card payment acquiring business which allows customers to accept card payments at point of sale, over the phone and the internet. The company offers services across the entire payment value chain, including transaction capturing, merchant acquiring and transaction processing.

Clients vary in size from small family run companies to large multi-national corporations, spanning a broad spectrum of industries and sectors.

Streamline is part of the WorldPay group of companies; one of the top five global players in card processing.

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