Providing The Best Restaurant Customer Experience in 2024

These days, a restaurant’s reputation is built on more than the taste of its food. They must also focus on creating memorable experiences for customers at every touchpoint.

60% of guests who have a positive experience are likely to dine at a restaurant more frequently. From creating a welcoming ambiance to offering unique menu items, let’s explore the ways you can refine your restaurant’s customer experience in 2024.

Key restaurant customer experience aspects

From the moment potential diners find your restaurant online to the quality of service they receive, every touchpoint matters. Knowing these customer experience factors can help you create a positive and welcoming environment that will keep guests coming back for more.

Food quality

Food quality plays a big role in your customer’s experience. 68% of diners consider it the most important factor when deciding where to eat.

Serving fresh, delicious, and well-prepared food can make a big difference in how customers perceive your restaurant. High-quality food not only satisfies hunger but also creates memorable dining experiences that customers will want to repeat.

Presentation also matters. Attractive plating can make a meal more enjoyable and show customers that you care about their overall satisfaction.

Menu and food choices

Your restaurant’s menu and food choices can entice or put off customers. A well-thought-out menu can accommodate different dietary needs and preferences, making the restaurant accessible to a broader audience.

Moreover, the menu sets expectations for the dining experience. Clear descriptions and appealing photos help customers make informed choices and anticipate the flavors and presentation of their meals.

Online presence

A restaurant customer experience begins before diners step through the doors of your establishment. It starts when they search for a place to eat, often using social media and online reviews to make their decision.

In fact, 32% of customers will read online reviews before choosing a restaurant.

This means the first touchpoint in the customer experience is often digital. Maintain a strong online presence and online reviews to attract potential diners and set the tone for their entire dining experience.

Ordering process

74% of customers won’t hesitate to leave a long queue, and 70% are only willing to wait up to 15 minutes for an item or service. Having an efficient system in place makes sure customers receive their food promptly.

This is especially important during peak hours when delays can be more noticeable and impact the dining experience.

For instance, using an online reservation system allows customers to book a table conveniently, saving your staff from having to appease disgruntled customers who were overlooked on the waitlist or turned away.

Additionally, digital menus accessible via QR codes provide an interactive way for customers to explore menu options and customize their orders. Of course, you should still have printed menus for diners who prefer the more traditional way of ordering.

When it comes to operations, using restaurant management tools with easy scheduling features ensures you have the right number of staff during peak hours without over or under-scheduling. This way, you can accommodate your customers’ needs without overwhelming your staff.

“One of my favorite features is being able to drag a shift on the schedule to another person if I need to move things around,” Rachel Westelaken, former assistant manager at Impact Kitchen, said. “That saves me a lot of time.”

Payment options

Customers appreciate having multiple payment options because it offers them flexibility and convenience. Whether they prefer to pay with cash, credit card, debit card, mobile payments, or digital wallets like Apple Pay and Google Wallet, providing various choices makes the payment process smoother and more customer-friendly.

Ambiance and atmosphere

Creating a welcoming environment is crucial for enhancing the overall customer experience in your restaurant. In a study among casual dining restaurants, 91% of respondents said that an appealing ambiance prompts them to visit a particular establishment. Meanwhile, when it comes to quick-service restaurants, 84% of customers admit that a welcoming and comfortable atmosphere is important.

From the moment guests walk through the door, customers should feel comfortable and valued.

Cleanliness

Maintaining a spotless restaurant is crucial for a positive customer experience. Even before customers make the decision to eat somewhere, 85% say they won’t visit if there’s even one negative review on cleanliness.

To keep your business spick and span, develop clear cleaning protocols for every part of the restaurant, including how often each area should be cleaned and the specific methods to be used. You should also create a cleaning schedule that assigns specific tasks to designated staff members.

Restaurant task management software lets you create and track daily, weekly, or one-time tasks based on your team’s schedules. Using a dedicated app makes it easier to ensure all cleaning responsibilities are covered and completed.

Staff

Your restaurant staff, especially those assigned to the FOH, play a critical role in keeping your customers happy as they eat in your establishment. Poor service, in the form of unfriendly or unprepared staff, is a common complaint among diners.

In this case, you should train your staff on effective communication, active listening, and conflict resolution skills.

A warm greeting, attentive service, and a willingness to accommodate special requests can significantly enhance customer satisfaction. 70% of customers are more open to spending more at a restaurant known for providing great service.

Well-trained staff are more knowledgeable about the menu and better at handling customer requests. Overall, they’re generally more efficient in their roles, which contributes to a positive dining experience.

Aside from training, it’s no secret that pay plays a big role in retaining and motivating staff. 35% of employees admitted that low wages are a top reason for leaving or planning to leave a job.

If you’re worried about finances, Jim Taylor, a restaurant coach at BenchmarkSixty, notes that even a 2% increase in labor productivity can justify a 50-cent wage increase for each employee.

Not only does this help improve staff morale and reduce turnover, but it also boosts the overall customer experience by ensuring that your team is motivated and efficient.

7 effective strategies that will improve restaurant guest experience

Improving the overall customer experience in your restaurant requires a thoughtful and proactive approach. From improving reservations and service to prioritizing cleanliness and accessibility, you can create a truly exceptional dining experience for all your guests.

1. Simplify the dining experience for customers

Simplifying the dining experience starts with making it easy for customers to reserve a table by offering online or mobile reservations to minimize wait times. You can also implement a waitlist system during peak hours to help manage overflow and make sure that guests are seated as quickly as possible.

A well-designed menu is crucial for a smooth dining experience. Create a menu that’s concise and easy to navigate to help customers find what they want quickly. Consider including photos, descriptions, and dietary information to further enhance the menu.

Additionally, make sure your staff is knowledgeable about the menu and can provide recommendations to help customers make informed decisions.

The checkout process is another area where you can reduce friction. Offer multiple payment options, including contactless and mobile payments, to cater to different customer preferences.

2. Enhance customer service through efficient staffing

Efficient service starts with having the right number of staff during peak hours. This way, your restaurant can handle busy times without overwhelming your employees.

Clear communication between front-of-house and back-of-house staff is also vital for efficient service. If you’ve ever experienced having your orders mixed up, it’s probably because the kitchen and servers weren’t on the same page.

Empower your staff to make decisions that prioritize the customer experience, such as comping a dish or offering a free dessert to make up for a mistake. You can also use tablets to relay orders and special requests to the kitchen quickly.

Pre-shift meetings are another way to improve team communication and make your service more efficient. These allow you to align your staff on daily priorities and address any issues from the previous shift.

In case you have big events, you can send a group announcement to your staff using 7shifts. This way, everyone can prepare for a busy day ahead and be ready to serve customers, no matter how many, with a smile.

3. Collect customer feedback

Collecting feedback from your customers will help you spot areas for improvement. Develop comment cards, online surveys, or even a simple “How was your experience today?” question at the end of the meal.

But more than gathering feedback, you should make it a point to actually do something about the insights you receive. For example, issues with the food’s taste, texture, or preparation are some of the most common complaints made by diners. Address this by developing detailed recipes and preparation methods to ensure consistency in the quality and presentation of your dishes.

Be thorough about freshness, proper cooking temperatures, and plating standards before dishes are served. Customers will appreciate the thought and effort put into every single order and will keep coming back for more.

4. Optimize your online presence

Today’s customers often decide where to eat based on what they see online. Ensuring your restaurant’s digital footprint is accurate and engaging can attract more customers by letting them know what to expect as they walk through the door.

To do this, claim and optimize your restaurant’s listings on popular review sites like Yelp, Google, TripAdvisor, and OpenTable. Make sure all business information, such as hours, location, and contact details, are accurate and up-to-date.

Maintain an active presence on Facebook, Instagram, Twitter, and TikTok by regularly posting photos of your dishes, space, and special events. Encourage customers to share their experiences by running user-generated content campaigns or offering incentives for social media check-ins.

Finally, don’t forget to respond promptly and professionally to both positive and negative reviews, showing that you value your customers’ feedback and are committed to improving the quality of your service.

5. Create themed experiences in your restaurant

With nearly 750,000 restaurants in the US, it’s important for you to think about how your establishment can stand out. Creating memorable experiences can help you attract new customers and retain loyal patrons.

These events can range from seasonal themes to cultural celebrations, offering a distinctive dining experience that stands out. For example, hosting a “Mediterranean Night” with decor, music, and dishes from the region can attract customers looking for something new to do on a special evening out.

Partnering with local artisans, producers, or entertainers can also add unique elements to your dining experience. Incorporate live music, art displays, or interactive cooking demos to make your restaurant a destination for more than just food.

You could collaborate with a local winery for a wine-tasting event to attract enthusiasts and create a memorable experience. Another option to consider is creating specialized tasting menus or chef’s table experiences to offer an elevated, behind-the-scenes look at the culinary process, which is something out of the usual.

6. Design an inviting ambiance

The ambiance of your space can significantly influence how customers feel and their overall impression of your establishment. You can achieve this through thoughtful design choices like warm lighting, comfortable seating, and a clean, well-organized space.

A well-maintained space with thoughtful design elements can create a memorable dining experience. Pay attention to details like artwork, music, and scent to craft an atmosphere that aligns with your restaurant’s brand and appeals to your target customers.

7. Provide accessibility for all guests

Accessibility is an important factor to consider in every type of restaurant. After all, among the 28.7% of the US adult population having some type of disability, 12.2% have serious difficulty walking or climbing stairs.

You can address this by ensuring that your restaurant’s entrance, pathways, and seating areas are wheelchair-accessible, with wide aisles and clear routes. Provide designated accessible parking spaces close to the entrance to facilitate easy access.

Automatic doors, audio navigation, menu magnifying mode, and other assistive features are also important to cater to guests with disabilities if the scale of your business can afford it.

Train your staff to be attentive and accommodating to the needs of all guests. By prioritizing accessibility, you can create an inclusive environment where everyone of all abilities feels welcome and can fully enjoy the dining experience.

Serving up great experiences to boost customer satisfaction

The combination of good food and even better service is the foundation for great experiences for your guests. By paying attention to details such as ambiance, unique offerings, customer satisfaction, cleanliness, and accessibility, you can set your restaurant apart and foster loyalty among your patrons.

For restaurant operators looking to streamline their operations and improve the customer experience, 7shifts offers a solution. With features like automated scheduling, time tracking, and team communication, we help ensure that your staff is always prepared to deliver top-notch service to keep diners coming back for more.