Table of Contents
Issues in the Market
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- Main issues
- Abbreviations
Insights and Opportunities
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- From online to on table
- Baby portions
- Tabletop chef
Market in Brief
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- Sector booming, but for how long?
- Room for improvement
- Staffing issues
- Technological opportunities
- The consumer as reviewer
Fast Forward Trends
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- Trend 1: Attention Economy
- What’s it about?
- What’s it mean
- What next?
- Trend 2: Evolving Language
- What’s it about?
- What’s it mean
- What next?
- Trend 3: Totophobia
- What’s it about?
- What’s it mean
- What next?
- What is Fast Forward Trends?
Strengths and Weaknesses in the Market
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- Strengths
- Weaknesses
Internal Market Environment
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- Key points
- A more food-focused society
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- Figure 1: Agreement with selected lifestyle statements on food and eating out, 2003-07
- Shoppers seek service
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- Figure 2: Agreement with selected lifestyle statements on customer service, 2003-07
- Finding the right people
- A living wage?
- The tipping point
- Staff training
- The impact of technology
- The growth of the Internet and UGC
Broader Market Environment
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- Key points
- An increasingly affluent society
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- Figure 3: Trends in personal disposable income and consumer expenditure, 2002-12
- UK population still expanding
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- Figure 4: Trends in the age structure of the UK population, by gender, 2002-12
- Growth in the ABC1s
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- Figure 5: Forecast adult population trends, by socio-economic group, 2002-12
- Times of our lives
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- Figure 6: Trends in UK adult population, by lifestage, 2002-12
- Figure 7: Trends in UK household composition, 2002-12
Competitive Context
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- Key points
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- Figure 8: Selected expenditure priorities, 2006 and 2007
Who’s Innovating?
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- Key points
- Meals on wheels, 21st Century style
- When the price is right
- Wagamama looks to tech to speed service
Market Size and Forecast
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- Key points
- Eating out market trends
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- Figure 9: The UK market for eating out,* 2003-13
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- Figure 10: The UK market for eating out, * by sector, 2001-07
Positive Customer Service Factors Likely to Affect Restaurant Visiting
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- Key points
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- Figure 11: Positive factors of customer service likely to affect restaurant visiting, January 2008
- Friendly service and clean facilities key
- Service important to ABC1s…
- …and to couples and workers
- The exuberance of youth
- Impact of children
- Women look for clean facilities
- Original menus
- Building an emotional connection
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- Figure 12: Most popular positive factors of customer service likely to affect restaurant visiting, by positive factors of customer service likely to affect restaurant visiting, January 2008
- Figure 13: Next most popular positive factors of customer service likely to affect restaurant visiting, by positive factors of customer service likely to affect restaurant visiting, January 2008
Negative Customer Service Factors Likely to Affect Restaurant Visiting
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- Key points
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- Figure 14: Negative factors of customer service likely to affect restaurant visiting, January 2008
- Rude staff and unclean facilities a turn-off
- Gender differences
- Impact of age
- Service affects many elements of the restaurant experience
- Education, education, education
- Relationship between negative factors
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- Figure 15: Most popular negative factors of customer service likely to affect restaurant visiting, by negative factors of customer service likely to affect restaurant visiting, January 2008
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- Figure 16: Next most popular negative factors of customer service likely to affect restaurant visiting, by negative factors of customer service likely to affect restaurant visiting, January 2008
- Positive versus negative factors
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- Figure 17: Most popular negative factors of customer service likely to affect restaurant visiting, positive factors of customer service likely to affect restaurant visiting, January 2008
- Figure 18: Next most popular negative factors of customer service likely to affect restaurant visiting, by positive factors of customer service likely to affect restaurant visiting, January 2008
Attitudes Towards Customer Service When Eating Out
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- Key points
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- Figure 19: Attitudes towards customer service when eating out, January 2008
- Good service encourages recommendation…
- Women recommend to friends and family
- The assertive affluent
- Trendy toilets
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- Figure 20: Most popular attitudes towards customer service when eating out, by positive factors, January 2008
- Customer service to combat the competition
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- Figure 21: Next most popular attitudes towards customer service when eating out, by positive attitudes, January 2008
- Web worries
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- Figure 22: Most popular attitudes towards customer service when eating out, by negative factors, January 2008
- Skills and training
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- Figure 23: Next most popular attitudes towards customer service when eating out, by negative factors, January 2008
- But it’s not all bad
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- Figure 24: Most popular attitudes towards customer service when eating out, by attitudes towards customer service when eating out, January 2008
- The importance of effective management and CRM software
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- Figure 25: Next most popular attitudes towards customer service when eating out, by attitudes towards customer service when eating out, January 2008
Customer Service Consumer Targeting Opportunities
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- Key points
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- Figure 26: Customer service in eating out, consumer typologies, January 2008
- Food focused (19% of respondents)
- Service focused (22% of respondents)
- Contented (24% of respondents)
- Apathetic (30% of respondents)
- Non-users (5% of respondents)
Appendix – Positive Customer Service Factors Likely to Affect Restaurant Visiting
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- Figure 27: Most popular positive factors of customer service likely to affect restaurant visiting, by detailed demographics, January 2008
- Figure 28: Next most popular positive factors of customer service likely to affect restaurant visiting, by detailed demographics, January 2008
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- Figure 29: Number of positive factors affecting decision to visit a restaurant again, by the factors chosen, January 2008
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Appendix – Negative Customer Service Factors Likely to Affect Restaurant Visiting
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- Figure 30: Most popular negative factors of customer service likely to affect restaurant visiting, by detailed demographics, January 2008
- Figure 31: Next most popular negative factors of customer service likely to affect restaurant visiting, by detailed demographics, January 2008
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- Figure 32: Number of negative factors affecting decision to visit a restaurant again, by the factors chosen, January 2008
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Appendix – Attitudes towards Customer Service When Eating Out
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- Figure 33: Most popular Attitudes towards customer service when eating out, by detailed demographics, January 2008
- Figure 34: Next most popular attitudes towards customer service when eating out, by detailed demographics, January 2008
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Appendix – Customer Service Consumer Targeting Opportunities
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- Customer service target groups, by detailed demographics
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- Figure 35: Customer service target groups, by detailed demographics, January 2008
- Customer service target groups, by types of restaurants/food outlets visited in the last three months
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- Figure 36: Customer service target groups, by types of restaurants/food outlets visited in the last three months, January 2008
- Customer service target groups, by frequency of eating out at restaurants/food outlets
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- Figure 37: Customer service target groups, by frequency of eating out at restaurants/food outlets, January 2008
- Customer service target groups, by positive factors affecting decision to visit a particular restaurant again
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- Figure 38: Customer service target groups, by positive factors affecting decision to visit a particular restaurant again, January 2008
- Customer service target groups, by negative factors affecting decision to visit a particular restaurant again
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- Figure 39: Customer service target groups, by negative factors affecting decision to visit a particular restaurant again, January 2008
- Customer service target groups, by attitudes towards customer service when eating out
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- Figure 40: Customer service target groups, by attitudes towards customer service when eating out, January 2008
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