Survey shows declining service quality in the restaurant trade

Marketagent, which specializes in online research, has an online panel of more than 3 million people, which was the first access pool in the D-A-CH region to be ISO-certified in January 2010 and recertified in January 2024 in accordance with the current ISO 20252 standard. Within this panel, Marketagent carries out consumer research projects for well-known clients. Recently, 1000 Swiss people from German-speaking and French-speaking Switzerland were asked about their experiences in restaurants as part of such a study. 

Served, but not spoiled

Around 7 in 10 Swiss people treat themselves to a meal out at least once a month (69 %) - more than in Germany (54 %) or Austria (65 %). But culinary pleasure has its limits: Overall, the majority of Swiss people feel that the customer really is "king" in the restaurant trade (75 %). However, only just over one in five experience this frequently (22 %) and 52 % only occasionally. A further quarter only rarely or never feel that they are treated like royalty (25 %). Guests are most frequently annoyed by poor value for money (32 %), followed by long waiting times (28 %) and unfriendly or poor service (27 %).

Around one in four people have the impression that the quality of service has declined in recent years (27 %). The Swiss respondents gave a slightly better assessment than the Austrians. In the neighboring country, a good third perceive a decline in service quality (35 %). Despite the occasional annoyance, the tone in local restaurants is usually friendly - or not at all. On average, the Swiss only leave a critical comment around twice a year and a clear complaint only once.

Between tips and standard wages

When it comes to tipping, there is an area of conflict: almost 9 out of 10 Swiss people are prepared to give an "overtip" for good service. At the same time, 86 % are in favor of rewarding good service with fair wages - instead of voluntary tipping. 80 % are in favor of making tipping tax-free and almost 4 out of 10 would like to abolish it altogether.

Top 2 box values: "strongly agree" + "somewhat agree" || n = 1,039 people from German-speaking and French-speaking Switzerland

Reservations with decency - but without a credit card

The majority of local restaurant guests stick to their agreements: Only 16 % have ever failed to show up despite making a reservation and without canceling. Just as few have already made reservations in several restaurants at the same time (16 %). On the other hand, new practices in the restaurant industry that aim to further increase the reservation ethic are not very popular with the Swiss. For example, 72 % clearly reject the idea of having to provide credit card details when making a reservation. Time slots, fixed service charges or penalties are also clear red lines for the majority of Swiss diners that would deter them from (further) restaurant visits.

Free services yes - but not for an extra charge

Ordering tap water is widespread in Switzerland - around two thirds have already done so (63 %). However, very few people want to pay for it: on average, they would accept a maximum of CHF 1.50 for a glass of tap water. If this service becomes a chargeable service, many would rather do without it.

Overall, Roland Zeindler, Managing Director of Marketagent Switzerland, sees a mixed result in terms of service quality: "The Swiss appreciate good food and are prepared to dig deeper into their pockets for it - as long as the quality and service are right. But satisfaction is crumbling: One in four people perceive a deterioration in quality. New rules such as tap water for a fee, additional charges for plates or the obligation to use a credit card for reservations are offending many. The catering industry needs to act with tact and sensitivity so as not to gamble away the pleasure of eating out."

Source: www.marketagent-schweiz.ch

This article originally appeared on m-q.ch - https://www.m-q.ch/de/befragung-zeigt-nachlassende-servicequalitaet-in-der-gastronomie/