Important F&B customer experience statistics in 2023

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F&B business are in the service industry, hence, customer experience is very . Many people believe that customer service is only important when there is interaction between service staff and customers but customer experiences goes way beyond.

What is customer experience?

Customer experience is the customer’s impression of your brand when they interact with your business through throughout the customer journey. Customer experience affects your customer’s perception of your brand and directly affects your F&B business’s revenue.

The customer journey of an F&B business refers to the customers ordering food at your physical store through a service staff or through self ordering solutions like QR ordering and self ordering kiosks.

On top of ordering at your physical F&B store, the buying journey also refers to customers ordering online without being at your stall.

A good customer experience often builds your F&B brand’s reputation and builds up word of mouth marketing for your F&B business.

To help you identify the latest F&B customer experience trends here are some key statistics you should know.

Online customer experience

Often, when it come to new customers, their customer journey begins when they discover your business online. 66% of consumers say that a bad web or online experiences negatively affects their opinion of the brand and 55% say that they will be less likely to engage with a company if they have had a bad online experience.

In an F&B business context, this means that consumers expect a smooth and easy to navigate website when they search for your F&B business, especially on their mobile phones.

For F&B businesses that have or are planning to adopt a QR ordering solutions that allows customers to scan a QR code through their mobile phones and order through a webpage, it is important to adopt a QR ordering solution that has an intuitive interface and runs smoothly and reliably. A hard to navigate QR ordering interface that often faces technical issues makes for a bad customer buying journey at your F&B outlet.

Get feedback, no matter good or bad

Research shows that about 72% of customers will share good experiences with a business to about 6 other people which is great for word of mouth marketing.

On the other hand, if customers are not satisfied with their experiences at your F&B business, only 1 in 26 will make a complaint while the rest will stop coming back to your F&B business.

The best way to gauge customer satisfaction is to get customers to do a simple anonymous online survey where they are more likely to be honest with their feedback.

Consumers leaning towards self service

In the past, consumers preferred to interact and place orders with a service staff. Today however, 67% of customers will opt to use self service technology whenever possible.

For F&B businesses, self service technology would refer to QR ordering and self ordering kiosks. This is due to modern F&B consumers looking for the most convenient and fastest way to place orders rather than waiting or queuing up to place their orders.

Moreover, today’s F&B consumer have more confidence in self ordering technologies such as QR ordering and self ordering kiosks, taking their orders accurately as compared to a service staff.

Looking for a F&B self ordering solutions?

Setting up or operating a restaurant, cafe, quick service restaurant or take away food kiosk in Singapore and looking for an F&B self ordering kiosks or QR ordering that integrates with your POS system?

Click here to find to learn more about iMakan QR ordering and self ordering kiosks!

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7 Tips to Optimize Operations at Your Takeaway Food Kiosk in Singapore

By Liang Wei Liaw • 09 May, 2024

Takeaway food kiosks in Singapore generally serve the demographics of Singaporeans that are looking for quick, convenient and tasty meal options. Hence, optimizing operations at your takeaway food kiosk is essential for delivering exceptional service and maximizing profitability. With the increasing demand for quick and convenient dining options, implementing strategies to streamline processes and enhance efficiency can set your kiosk apart from the competition. Here are seven tips to help you optimize operations at your takeaway food kiosk in Singapore, leveraging self-ordering technologies and online platforms to meet customer demands and drive success. Embrace Self-Ordering Solutions Invest in self-ordering kiosks or QR code ordering systems to empower customers to place their orders independently. By offering self-service options, you can reduce wait times, minimize order errors, and improve overall efficiency at your kiosk. Emphasize user-friendly interfaces and intuitive navigation to ensure a seamless ordering experience for customers. Implement Online Ordering Platforms Extend your reach and cater to digital-savvy customers by implementing online ordering platforms for takeaway and delivery. Utilize mobile apps or web-based ordering systems to enable customers to place orders remotely and schedule pickup times at your kiosk. Provide incentives such as exclusive discounts or loyalty rewards for online orders to encourage adoption and drive sales. Optimize Menu Selection and Layout Streamline your menu selection to focus on popular and high-margin items, reducing complexity and speeding up order processing. Organize your menu layout logically, grouping similar items together and highlighting best-sellers or promotional offerings. Utilize digital menu boards or signage to display menu options clearly and attractively, guiding customers towards their desired selections. Invest in Efficient Kitchen Equipment Equip your takeaway food kiosk with efficient kitchen equipment and tools to expedite food preparation and assembly. Invest in high-quality appliances, such as commercial-grade grills, fryers, and ovens, to ensure consistent quality and timely service. Implement workflow optimizations and station layouts to minimize bottlenecks and optimize throughput during peak hours. Streamline Order Fulfillment Processes Develop streamlined order fulfillment processes to ensure orders are prepared and delivered promptly. Implement order tracking systems or digital ticketing solutions to monitor order status in real-time and prioritize tasks accordingly. Train your staff to work efficiently and communicate effectively to minimize wait times and maintain customer satisfaction. Prioritize Hygiene and Safety Measures Uphold stringent hygiene and safety protocols to ensure a clean and safe environment for both customers and staff. Implement regular cleaning and sanitation routines for all surfaces, equipment, and utensils to minimize the risk of contamination. Provide hand sanitizer stations and encourage proper hand hygiene practices among your team members. Monitor Performance and Seek Feedback Continuously monitor key performance indicators (KPIs) such as order processing times, customer satisfaction scores, and sales metrics to identify areas for improvement. Solicit feedback from customers through surveys, comment cards, or online reviews to gain insights into their experience and preferences. Use this feedback to iterate on your operations and enhance the overall customer experience at your takeaway food kiosk. By implementing these seven tips, you can optimize operations at your takeaway food kiosk in Singapore, delivering fast, convenient, and high-quality service to your customers. By embracing self-ordering technologies, leveraging online platforms, and prioritizing efficiency and hygiene, you can position your kiosk for success in the competitive F&B landscape. iMakan Apart from looking to value add F&B owners in Singapore through information sharing articles, iMakan also provides self ordering solutions such as self ordering kiosks, qr ordering, and online ordering solutions for F&B businesses. If you are looking for such self ordering solutions, WhatsApp us or click here to drop us an enquiry.