SURVEY: Foodservice Findings Can Help Operators Make Informed Decisions

Over the past 10 months, GP PRO has conducted a number of research studies with both consumers and foodservice employees to gauge their perceptions on trending topics including automation, delivery and recruitment and retention. These survey findings provide critical insight to help empower foodservice owners and operators to make informed operational decisions as they strive to survive and succeed in an ever-competitive market.

In regard to automation, survey findings show that the majority of consumers (89%) want to connect or have the option to connect with foodservice staff when dining out rather than having a completely automated dining experience. Similarly, 56% of individuals who worked in foodservice during the prior two years said guest interactions were one of the most appealing aspects of their job. Further demonstrating their desire for staff engagement, when asked to pick two areas in which operators should invest, 29% of consumers said face-to-face customer service. Automation and operational efficiency still made a showing, however, with 42% wanting to see investments to improve order accuracy and 36% to improve speed of service.

As it relates to delivery, GP PRO’s survey findings show that nearly three-quarters (73%) of consumers order a delivered fast food or limited-service restaurant meal at least once per month, with 40% stating they do so more often now than they did prior to the pandemic. But the survey also shows that one-third of consumers (30%) are not satisfied with their delivery experience, and 67% are willing to pay between five and 15% more for a better delivery experience. In addition, 85% of consumers are seeing meal costs increase due to inflation, labor shortages and supply chain issues, leading more than half (55%) to expect more from their delivered meal experience than they did even one year ago.

And when it comes to recruitment and retention, a survey of restaurant-level foodservice employees identifies a number of practices and perks employees believe would help reduce turnover, including providing higher wages (62%) and adequate staffing (58%). Rounding out the top five perks were better benefits (46%), stronger leadership (42%), and management valuing workers as much as guests (40%). Looking at additional responses, 38% of restaurant workers believe better training would reduce turnover, and 31% suggested more career development opportunities. In terms of how to attract potential foodservice employees in the first place, 52% of current workers suggested operators should introduce referral programs that reward current employees for encouraging potential employees to pursue the opportunity.

See the links below for more detailed information on these survey findings as well as a recent article in QSR magazine that highlights the survey findings.