PRESS RELEASE, August 2015
What makes a favorite restaurant so special?
The handheld and POS manufacturer NCR Orderman researched the characteristics of popular
restaurants. The study aimed to identify reproducible factors for more success in the hospitality
industry, and was based on an online survey of 400 participants across Europe in all age
groups.
"Pressure on the hospitality industry today is tremendous. Guests are more demanding and less
patient, the government requires extensive records, good staff is hard to find – in short, in the
hectic there is a danger of losing sight of what matters most. Our study of favorite restaurants is
intended to serve restaurant operators as a compass. It should be a reminder for the most
important success factors," explains Andreas Neuhofer, Marketing Director at NCR Orderman,
about the reason why the study was performed.
The main finding of the study: In the long term, the kitchen and service teams are equally
important as success factors, because good food attracts customers, while poor and slow
service drives them away. An exciting detail is that the location of the restaurant is rated less
important by survey respondents. This means that with a good staff policy and the right
technical tools, success is in the hands of the restaurant operators themselves – although this is
a very challenging topic.
Particularly relevant to practical matters are the characteristics of good and poor service staff.
Everyone is irritated by stressed-out or slow waiters, and everyone likes a friendly waiter who
greets them – common sense, you might say. However, based on the high level of stress in the
hospitality industry, it's possible to lose sight of what's essential. Additionally, unfavorable
behaviors can creep in over time. For this reason, we recommend that you always keep the
ideal fresh in your mind's eye and focus on what matters. The info graphic will help you do so. It
summarizes almost all the points that count. For example, restaurant goers generally dislike
waiters who seem irritated by a special request – that's a very easy problem to fix. The
extremely difficult search for the commonly loved jolly waiter is also less critical to success than
many may think: The study shows that humor and chattiness are less important than
conventional virtues such as friendliness, speed, proper grooming and attentiveness.
The info graphic will also help you fill up your reservation book, as well as help to ensure bigger
tips. Women who are pleased by the service are more likely to tip well: More than half of the
survey respondents say they give more than 10% tip for good service, while among men this
figure is only one-fifth.
Orderman GmbH | Bachstrasse 59 | 5023 Salzburg, Austria | Tel: +43 (0)662 650561-0 | Fax: +43 (0)662 650561-819 | [email protected] | www.orderman.com
FN 32066g Commercial Register Salzburg DVR: 0736791 | UID: ATU34894905 | ARA License No.: 8026
Bank Details: Bank Austria Creditanstalt AG | IBAN: AT98 1100 0099 6684 1000 | BIC: BKAUATWW
The findings of the study are summed up concisely and presented in a convenient info graphic.
You'll find the study and graphics at http://www.orderman.com/en/favourite-restaurantstudy.html Posters are also available free of charge for restaurant owners. Order them today
and hang them in your staff areas.
About Orderman
Orderman GmbH is part of the global NCR Group. With its premium products, the Salzburgbased company is the leading provider of technology solutions for the European hospitality
industry. Handhelds, POS systems and services from Orderman are used worldwide in more
than 40,000 restaurants. Innovative technology combined with a unique user experience and an
emotionally strong design have made Orderman a global leader and a synonym for mobile
technology in the hospitality industry. Several million orders a day are processed by the
approximately 75,000 Orderman handhelds and POS systems in operation. Every day some 25
additional restaurants choose Orderman systems. For additional information, go to
http://www.orderman.com
About NCR Corporation
NCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies,
enabling more than 550 million customer transactions daily. With its software, hardware and
service portfolio, NCR supports companies of all sizes and makes transactions easier for
businesses in retail, hospitality, finance and tourism, as well as telecommunications and
technology. NCR has more than 29,000 employees worldwide and is active in more than 180
countries. The corporate headquarters is in Duluth, Georgia (USA). NCR is a trademark of NCR
Corporation.
Contact:
Orderman GmbH (part of NCR Corporation)
Andreas Neuhofer (Director Marketing)
Tel.: +43/662/65 05 61-0
E-mail: [email protected]
Orderman GmbH | Bachstrasse 59 | 5023 Salzburg, Austria | Tel: +43 (0)662 650561-0 | Fax: +43 (0)662 650561-819 | [email protected] | www.orderman.com
FN 32066g Commercial Register Salzburg DVR: 0736791 | UID: ATU34894905 | ARA License No.: 8026
Bank Details: Bank Austria Creditanstalt AG | IBAN: AT98 1100 0099 6684 1000 | BIC: BKAUATWW