3 Important Customer Experience Statistics for 2023

Good customer experience is not only essential to full service dine in restaurants, but all F&B businesses in general. Many people believe that customer service is only important when there is interaction between service staff and customers but customer experiences goes beyond that.

What is customer experience?

Customer experience is the customer’s impression of your brand throughout all aspects of their buying journey. It affects their perception of your brand and directly or indirectly affects your F&B business’s revenue.

The buying journey in an F&B business context refers to the customers ordering food at your physical store through a service staff or through self ordering solutions like QR ordering and self ordering kiosks.

On top of ordering at your physical F&B store, the buying journey also refers to customers ordering online without being at your stall.

A good customer experience often builds your F&B brand’s reputation and builds up word of mouth marketing for your F&B business. 

To help you identify the latest F&B customer experience trends here are some key statistics you should know.

Importance of mobile customer experience

66% of consumers say that a bad web experiences negatively affects their opinion of the brand and 55% say that they will be less likely to engage with a company if they have had a bad website experience.

In an F&B business context, this means that consumers expect a smooth and easy to navigate your website when they search for your F&B business, especially on their mobile phones.

For F&B businesses that have or are planning to adopt a QR ordering solutions that allows customers to scan a QR code through their mobile phones and order through a webpage, it is important that the QR ordering solution has an intuitive interface and is reliable. A hard to navigate QR ordering interface that often faces technical issues makes for a bad customer buying journey at your F&B outlet.

No feedback does not mean all is good

A survey has shown that about 72% of customers will share good experiences with a business to about 6 other people which is great for word of mouth marketing.

On the other hand, if customers are not satisfied with their experiences at your F&B business, only 1 in 26 will make a complaint while the rest just stop patronising your F&B business.

The best way to gauge customer satisfaction is to get customers to do a simple anonymous online survey where they are more likely to be honest with their feedback.

Self service is customer’s first choice

In the past, where digital technology was not advancing at the rate it is today, consumers preferred to interact and place orders with a service staff. Today however, 67% of customers will opt to use self service technology whenever possible.

For F&B businesses, self service technology would refer to QR ordering and self ordering kiosks. This is due to modern F&B consumers looking for the most convenient and quickest way to place orders rather than waiting or queuing to order with a service staff.

Moreover, today’s F&B consumer have more confidence in self ordering technologies such as QR ordering and self ordering kiosks, taking their orders accurately as compared to a service staff.

Looking for a F&B POS system with self ordering solutions?

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