Consumer research: the need for speed

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A research study of 5,000 consumers, conducted by Zonal with the support of CGA, confirms the well-known pain points around the time-poor customer journey: from being seated quickly, to wait times, order accuracy, and paying the bill and shows operators how technology can be used to enhance their customer experience.

Consumers hate to wait and expect everything in the blink of a swipe, tap or touch of a button. In this revisited edition of our popular ‘The Need for Speed’ report, we explore why consumers going out for a bite to eat or drink still put speed of service and payment as their number one frustration.

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