From tap water to doggy bags, rushed sittings to service charges, a survey has revealed what diners really want when eating out.
The Good Food Guide has launched its annual reader-nominated restaurant awards, recognising the best neighbourhood eateries up and down the country. And to mark the awards’ tenth year, Waitrose, who publish the guide, has announced the findings of their Dining Out survey. The poll* has discovered what keeps diners happy. But results also show how restaurants can sometimes make a meal of their customer service.
Proving community matters, 22% of those polled said supporting the community was their main reason for dining at their local restaurant. This was closely followed by 20% of respondents believing cuisine is far more authentic in their local favourite establishment.
Local independent restaurants should simply offer a point of difference to larger chains. 40% of Brits said this was all that was needed to keep their loyal custom. A few incentives wouldn’t go amiss, though. 38% of people said a free glass of bubbles on their birthday would sweeten the deal too. This was closely followed by 33% of diners also saying the championing of local produce on the menu was what they look for most when dining out in their neighbourhood eatery.
Despite the recent trend for ‘set menu only’ restaurants, over half (55%) of diners said they preferred an à la carte menu because they like more flexibility in choosing what they want. Whether for environmental or price reasons, four out of five (80%) said tap water should automatically be put on their table.
Over half polled (52%) said both customer service AND the quality of the food are equally important when dining out. And the most annoying example of bad customer service? A quarter (26%) said their biggest bugbear was waiters rushing them through their dinner, with another quarter (25%) saying getting your order wrong was the biggest no no. Waiters making diners feel they aren’t posh enough was another high choice (22%) and one in ten (10%) said their biggest gripe was a waiter asking if a meal is ok when they have a mouthful of food.
When it comes to the bill, 59% of disgruntled diners would ask to have the service charge removed from the bill after a bad dining experience. However younger generations are much more uncomfortable asking than older age groups: only 47% of 18-24 year olds feel brave enough to ask, with this rising to 66% in the 55-plus bracket.
It seems the new French law forcing restaurants to offer ‘doggy’ bags would be welcomed in Britain. Although almost half (49%) of those polled said they wouldn’t be too embarrassed to ask for a doggy bag to take home leftovers, 57% said they’d prefer to be offered one at the end of the meal. Again, younger age groups are much more embarrassed to ask, with this dropping dramatically in older age groups (27% 18-24, 31% 25-34, 21% 35-44, 16% 45-54, 11% 55+). The survey does suggest that men may leave less of their dinner, though, with a quarter (24%) of men admitting they don’t have a need for a doggy bag (compared to 14% of women).
Says Waitrose Good Food Guide Editor, Elizabeth Carter, “While there’s no doubt that diners are looking for excellent value from their local restaurants – 80% said free tap water should automatically be put on the table – being rushed through a meal is their biggest annoyance. As a regular victim of the two-hour booking slot and that other common wheeze, the second sitting, I believe local restaurants can offer genuine value, and a point of difference, by giving diners the time to enjoy a meal at a pace that suits them.”
The Good Food Guide’s Local Restaurant of the Year Awards, were previously called ‘Readers’’ awards. While the awards are still very much reader-led, the Guide has made this change to encourage readers to look much closer to home and champion the unsung restaurants right on their doorstep. Another change is The Good Food Guide is looking for only new winners this year, with the hope smaller, lesser known establishments will be discovered.
Speaking about the awards, Elizabeth Carter said, “It’s been ten years since The Good Food Guide introduced its Readers’ Restaurant of the Year awards, and to mark this milestone anniversary we are making a few changes. The new Good Food Guide’s Local Restaurant of the Year Awards reflect the energy, confidence and good vibrations coming from country pubs, simple cafés and neighbourhood gems across the UK. Sheer quality of produce combined with innovation from some very dedicated chefs says it all – there’s some exciting cooking going on in the regions. The big cities can no longer claim all the talent.”
Last year The Miller of Mansfield won the overall award of The Good Food Guide Readers’ Restaurant of the Year 2016. Mary Galer, owner of The Miller of Mansfield, said, “We are still over the moon to have won last year. Our local regulars were all excited to be a part of our award but since we were announced winners we’ve also had new customers visiting us from all over the country.”
* The Dining Out survey was carried out by One Poll, with 2000 respondents
The Good Food Guide’s Local Restaurant of the Year Awards uncover the very best dining establishments, nominated not only for their delicious food, but also for the outstanding customer service they offer.
The awards will recognise the best dining establishments across ten different UK regions and are based on public nominations. A panel of Good Food Guide judges will then choose the most outstanding for their overall winner.
To take part in the awards, restaurants can encourage their diners to nominate them online, at www.thegoodfoodguide.co.uk/lroty , or by making official postcards available in their restaurants during the nomination period – until 16th May 2016.
The Good Food Guide is asking the public to nominate restaurants that:
- Are independently run
- Are owned by the chef or a hands-on proprietor
- Are committed to local produce in line with the seasons
- Can demonstrate a strong relationship with local suppliers
- Have a commitment to the local community
- Offer regularly changing menus at reasonable prices
- Are family friendly
- Give a genuine warm welcome
- And show a passion for delivering all of the above.
Last year’s regional winners were as follows.
- South East and Overall Winner, The Miller of Mansfield (Goring, Oxfordshire)
- London, Boqueria Tapas (Brixton, London)
- North West, Lunya (Liverpool)
- North East, Lockwoods (Ripon, Yorkshire)
- Northern Ireland, James Street South (Belfast)
- Scotland, The Gardeners Cottage (Edinburgh)
- Wales, The Gallery (Barry)
- Midlands, The King and Thai (Broseley)
- South West, Ben’s Cornish Kitchen (Marazion, Cornwall)
- East England, The Leaping Hare (Stanton, Suffolk)
The same regions will feature in this year’s awards.
To take part in the awards, restaurants can encourage their diners to nominate them online, click here, or by making official postcards available in their restaurants during the nomination period – until 16th May 2016.