Kiwi diners put off by dirty bathrooms but forgiving of slow service – survey

The What Matters? survey also found that New Zealanders are most likely to avoid a restaurant due to poor food quality (89 percent), dirty bathrooms (61 percent), and rude staff (61 percent). Kiwis are relatively forgiving of slow service, however, with only 20 percent citing this as a reason not to return.

The survey was run by Salt & Pepper PR, a consultancy that specialises in food and drink public relations and has worked for a number of local franchise brands.

When questioned about what encouraged them to try a restaurant in the first place, a huge majority said that they relied on word of mouth and online reviews (95 percent).

Unsurprisingly, smartphones have become an integral part of the modern dining experience. Eighty-percent of Kiwis use their phone to find a restaurant to go to, a remarkable 55 percent take photos of their dishes to share online, and 45% check-in to restaurants on social media.

Kiwis also like following their favourite chefs and restaurants, with only 25 percent saying they don’t do this. They most enjoy seeing food photos, followed by special deals, information (opening hours etc.), and recipe ideas/cooking tips.

‘The survey results definitely confirm a few developments we have noticed, such as the casual dining trend. Increasing numbers of food trucks, and restaurants offering sharing plates, are appearing to accommodate the demand. The rise in restaurants with a no-booking rule is a reflection of that as well,’ explains Jennifer Boyes, Managing Director of Salt & Pepper PR.

‘The amount of Kiwis following restaurants and chefs via social media is also very interesting. Hopefully, those figures will encourage them to invest more time in their online presence. Those actively engaging with their customers on social media have a definite advantage over their competitors. It’s an area that many Kiwi restaurants and cafes could improve on.’

The survey of 500 people was conducted via internet, face-to-face and phone interviews between 18 July and 8 August 2016.