8th Jun 2009 - 00:00
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Abstract
A survey of 12,293 consumers has revealed that the recession has tightened restaurant-goers' purse strings, but the overwhelming majority are still prepared to tip for great service.
The survey, carried out by mystery shopper company Retail Eyes, comes after recent Government legislation banned employers from using tip money to bring staff pay up to the minimum wage level. Nearly 95% of respondents still leave tips for waiting staff despite the downturn. However, the recession has increased expectations: 30% will now only tip for outstanding service, giving waiting staff an added incentive to deliver the very best customer service. Although more than a third (37.8%) tip just as highly as they did before the slump, 24% said they now tip less than they did before the credit crunch started in late 2008. Just 5.4% of those asked refuse to leave tips at all. Tim Ogle, CEO of Retail Eyes, commented on the survey's results: "The aim of the survey was to determine to what extent – if any - the recession has affected consumer tipping trends. The results of this poll clearly show that customers are still prepared to reward staff for their service but their expectations are higher.
"Our recent Inndicator report found that only 2% of customers had a 'perfect' experience in pubs and restaurants, so it seems that tips are there to be had – but only if really great service is on offer!"