PRINCETON, N.J., June 27 /PRNewswire/ -- Rude waiters have the most
negative impact on the dining experience and hence a restaurant's
reputation, according to one quarter of respondents who participated in
Opinion Research Corporation's latest "Ouch Point" study.
Following closely behind an impolite wait staff were hosts and maitre
d's who underestimate the waiting time for a table (20 percent). Issues
related to the food itself were considered much less bothersome, with only
12 percent of respondents citing ill-prepared meals and 10 percent
identifying cold food as their greatest dining out dissatisfaction.
"Eating out is one of America's favorite pastimes and is increasingly a
necessity for today's time-pressured consumers," said Jeffrey T. Resnick,
President of Opinion Research USA. "The smart restaurateur will make
certain that great service is part of the customer experience. It will win
loyalty and build profits."
The study also revealed a gap in tolerance thresholds between older and
younger age groups. Those in the 18-24 year old bracket cite rude wait
staff as their chief complaint (55 percent), compared with only 32 percent
of respondents over the age of 65. Said Resnick, "Perhaps patience comes
with age, but it's no excuse for poor service."
Differences in household income also have an impact on tolerance
thresholds. Respondents with an annual household income of over $75,000 are
more likely to take issue with rude waiters than those in the
$25K-and-under income bracket (29 percent versus 24 percent) or confront
hosts who underestimate waiting times (24 percent versus 15 percent).
The survey yielded the following list of top dining out Ouch Points:
Rude waiters 25%
Hosts/Maitre d's who underestimate
waiting time for a table 20%
Slow service 15%
Poorly prepared food 12%
Cold food 10%
Being ushered out of the restaurant
after paying the check 3%
Dirty menus 2%
Fast service 1%
Opinion Research Corporation's "Ouch Point" series is a monthly survey
examining tolerance thresholds in a variety of common scenarios facing
Americans in both their professional and personal lives every day.
About Opinion Research Corporation
Founded in 1938, Opinion Research Corporation, an infoUSA company,
helps its clients grow their business by leveraging the insights of market
research. The firm has been conducting national, speech reaction, state and
flash/overnight polls for CNN since April 2006. To learn more, visit
For over 30 years, infoUSA(R) has provided a wide selection of
state-of- the-art solutions to help business-to business and
business-consumer marketers expand their customer bases and grow their
sales. Businesses ranging from start-up companies to Fortune 500 firms use
our data, database marketing services, e-mail marketing solutions and
market research expertise to understand their markets and customers better,
reach the right decision makers, generate higher quality sales leads, and
strengthen their relationships with existing customers. More information on
infoUSA's solutions for large marketers can be found at www.infousa.com.
OPINION RESEARCH CORPORATION
Phone: (609) 452-5258
Phone: (212) 279-3115 ext. 222
SOURCE Opinion Research Corporation