22% of British consumers admit to leaving a restaurant or store without placing an order or making a purchase because they haven’t been able to pay how they want, according to research by Adyen.

The company polled 2,000 consumers and 500 businesses in the UK.

In addition, economic modelling by the Centre for Economic Business Research (Cebr) found that accelerating digital transformation in restaurants, pubs, cafes could add 9.1% to the sector’s turnover over the next five years.

This could also add 14.3 percentage points to the sector’s growth rate over the next five years, and bring forward its recovery to pre-pandemic levels in 2023.

63% of those surveyed say they will not patronise an organisation again if they have a bad experience. One of the biggest frustrations diners face is checking availability or making bookings.

48% of consumers think restaurants and bars need to create better online links to their physical locations to make booking tables and ordering easier.

While two fifths said they wanted businesses to use technology to improve the guest experience, such as offering new ways to pay, or using kiosks to order more quickly.

We're proud to partner with the iconic  to bring #TapToPay to market. https://t.co/VXj3jjkkWP
— Adyen Payments (@Adyen) June 9, 2022

Adyen’s poll of F&B retailers, however, found a disconnect with investment plans.

10% of businesses were planning on using technology to improve the dining experience over the course of this year.

Only 22% said they accept digital wallets like Apple Pay and Google Pay as a form of payment and just 10% enable patrons to ‘self-checkout’ using kiosks or apps to pay at table.

24% have enabled patrons to complete transactions easily across online and offline channels.

Of those businesses who do allow people to complete transactions in this way, half reported improved efficiencies, one third recorded a higher average spend, and the same proportion recorded increased sales.

“From Michelin starred restaurants, to leading quick service restaurants, the British pub or traditional ‘caff’, the food and beverage sector is a vital part of our country’s economy and culture. Businesses need to strike a delicate balance of modernising, while retaining the elements of the experience that make these institutions so special,” says Colin Neil, Managing Director at Adyen UK.

“Consumer expectations evolved quickly during the pandemic. Whether it’s using new ways to pay, or self-ordering at a table using apps, they have become more accustomed to technology to enhance the dining experience.”

“Embracing digital transformation will help these businesses to keep up with expectations, gain more insights into consumer behaviour, and strengthen operations to brace for challenges such as stuff shortages and the cost of living crisis.”

Sign up for the free RTIH retail tech newsletter.

Featured