In under two years the number of consumers who use mobile devices to speed up payment has increased from 2.4 million to 3.1 million, according to the latest research from by CGA Peach and Zonal Retail Data Systems.
Of the 5,000 adults polled for the new quarterly report, GO Technology, 25% who do not currently use mobile devices to speed up payments would consider doing so in the future, with the biggest barrier being a lack of education (39% didn’t know it could be done).
Lack of trust also remains a key obstacle, but this is becoming less of an issue as mobile payment becomes more mainstream (31% July 2014 v 20% Feb 2016).
The report also indicates that time is still considered the most precious commodity of all and speed of food arriving, followed by paying for the bill being the key frustrations. However, the levels of dissatisfaction are falling and it said that this was thanks to operators adopting technology.
When dining out, 44% of those questioned still state their biggest frustration is food not arriving quickly enough. This has shrunk by 3%in just 18 months.
For those drinking out, 46% cited not getting served at the bar as their biggest bugbear, but again this has reduced by 8%.
Zonal’s chief executive, Stuart McLean, said: “Keeping up with technology and consumer habits isn’t easy, but our Guest Obsessed [GO] Technology report is designed to give operators the insight they need to make sure they are on trend and investing in the correct systems and infrastructure.
“The rapid rise in mobile payments is a great example of the pace of change, and hospitality outlets need to make sure they are not only meeting but exceeding their customers’ expectations.”
Jamie Campbell, director of CGA Peach, said: “Speed is still a priority as consumers’ time is ever squeezed, but levels of frustrations are starting to fall as companies embed technology into the heart of their operations. It’s clear that technology is changing consumer behaviour and operators need to be fully equipped to meet that demand.”