As diners from the Millennials and Gen Z generations
become important contributors to the buying mix, factors
used to measure customer experience change and
evolve. These groups demonstrate restaurant purchasing
habits that are different from previous generations. From
conducting online research to enjoying the convenience
of ordering for carryout or delivery, these generational
cohorts have high expectations for speed and quality of
service. Statistics show that 90% of guests research a
restaurant online before dining; 92% of those diners read
reviews, and 77% trust peer reviews over critic reviews.
Modern customers place an increasing importance on the
"experience" of dining and look to friends and colleagues
for guidance and advice. With so much riding on review,
referrals and reputation, it's more vital than ever to make
sure your restaurant puts its best foot forward.
High Competition Means
High Stakes in the
Restaurant Industry
90% of guests
research a restaurant
online before dining
92% of those
diners read reviews
77% trust peer
reviews over critic
reviews
