Poor service tops list of customer complaints

27th March 2009, 12:32pm

Poor service is the biggest bugbear of UK diners, closely followed by bad food and drink, according to Qype, a site for user-generated reviews and recommendations covering places, events and experiences.

The British have been dubbed a 'nation of complainers' with an average of 100 million complaints registered every year.

The research highlights that even as the grip of the credit crunch tightens, cost doesn't come top of the list for customers, who are still willing to stump up the cash for an evening out to a restaurant provided they are getting the quality food and service they expect.

Qype enables individuals to write 100% genuine and honest reviews about venues they have visited. Complaints include:

"Small restaurants are great, but milking the maximum out of them by squeezing tables up alongside one, not leaving enough elbow room to swing a steak-knife, is not so great."

"Fantastic carry-on style guerrilla meal to be had here. Food is fine, but what you really come here for is to be abused! Firm and unfair service is the order of the day." 

Stephen Taylor, chief executive officer of Qype, said: "It is often said that we have become a nation of complainers but really customers should be encouraged to air their views on a bad experience. It seems we are actually fairly reserved compared to a lot of other nationalities but why should we put up with poor service, bad food and staggering expense without raising an eyebrow.

"It is really refreshing to see some of the reviews about venues that don't come up to scratch. We live in an interactive and digital world now so restaurateurs need to understand that all customers are potential reviewers and as such, they need to up their game and improve their service levels. With the recession deepening, going out for a meal is more of a treat than ever before and by using Qype people can now choose a restaurant based on honest reviews to ensure that they have a great experience – or avoid those with a bad review."

www.qype.co.uk

Related Articles:

• 06 May 2009 - London restaurateur joins forces with Qype

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Mrs Vicky Kinnaird

31 May 2009 at 5:58pm

Dog and Duck restaurant in Wellingborough on 30.05.09. Greeted and sat at table,the young chap asked 'would you like some bread at your table?' we said yes expecting like as normal a bread roll why we waited for our waitress to take our order, we ordered drinks (which were wrong also) and fifteeen mins later a dish of bread arrived with dipping oils, both were astonished to find that it was an actually starter off the menu! No mention that this was the case. I am appalled that this is going on. It is manipulative and misleading. no apology was made as it was taken away from anyone. I think this matter should be investigated as to whether this is 'normal' practise in your restaurants.

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