New research by SevenRooms, a guest experience and retention platform for the hospitality industry, has revealed that despite fears of a looming recession, not only has this not stopped Australians from dining out but it has led them towards more quality dining experiences.
The research revealed that 68 per cent of Aussies shared that due to the rising costs of living, they’re focusing more on the quality, rather than the quantity, of their dining experiences.
The research also noted that 35 per cent consider themselves as ‘special occasion’ diners, defined as those who spend ample time researching which venue, and menu,
“We’ve known for some time that consumers are demanding more personalised experiences when dining out at restaurants,” Paul Hadida, General Manager APAC at SevenRooms, said. “The experiential economy is currently undergoing a second coming where businesses who are designing engaging experiences are winning on the current competitive battleground for consumers’ attention and money. Economic pressures are making consumers more cautious about their spending, so they’re expecting more from venues when they do dine out. They’re there for more than a meal, they’re there for the experience, as evidenced by one in three Aussie’s defining themselves as a ‘special occasion diner’.
“Regardless of the type of diner Aussies classify themselves as, booking directly with a restaurant gives Aussies and restaurant operators the ability to provide a better experience as they’re able to build a direct, more meaningful connection with them from the first interaction,” Hadida added. “At the same time, Aussies get more bang for their buck, a better overall dining experience and a more meaningful connection with Australia’s hospitality industry.”
When making a reservation for an upcoming meal, the report noted that Aussies in general primarily turn to Google (62 per cent), a restaurant’s website (50 per cent), or their friends and family (44 per cent).
Customers have also shared that booking direct enables them to build a relationship with the restaurant from the first interaction while helping the restaurant collect more data that can be used for them to provide better in-service experiences and more tailored post-service marketing.
Aussies are also all out in showing their support for restaurants in these challenging times, with 78 per cent in agreement that making reservations directly with a restaurant is better for the venue and t per cent saying that third-party fees on booking and delivery apps are too expensive.
“Consumer habits and expectations have changed significantly in recent years,” Matteo Margiotta, owner of Pino’s Vino e Cucina, said. “Food and drink is no longer the only thing Aussies are looking for, it’s one aspect of a much broader focus on the entire experience. To give them the experiences they demand and deserve, we have to know who they are and build direct relationships with them.
“For us, direct booking channels are essential as they enable us to collect approved guest data and use it to provide the personalised, memorable and meaningful experiences they will return for,” Margiotta added. “We know the economic pressures so many of our customers are facing, but they’re still willing to pay for experiences that stand out. Ensuring we provide these unique experiences, and reward their loyalty, is our biggest focus.”
