Consumer research: study shows online table bookings overtaking phone

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Research study shows online table bookings overtaking phone

A research study of 5,000 consumers, conducted by Zonal in partnership with CGA, shows that almost half of consumers now prefer to make their booking online, compared to the telephone. This is a substantial change from four years ago, when almost 60% of consumers preferred to use the phone to make table reservations.

Making a table reservation at a favourite restaurant is an important first touchpoint in the customer journey and ensuring that customer expectation is fulfilled is vital. Our research documents the consumer pain points around making a reservation and provides tips for operators on how to ensure a great booking and overall guest experience for customers.

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