New study from Quandoo for Restaurants reveals insights into diner behaviour
Restaurants that ask customers for credit card details when booking a table have seen a decrease in no-shows. However, guest turnout is higher when these are not requested (despite no-shows), as more people book.
Diners are over 28% more likely to make a reservation when there isn’t a credit card capture policy, leading to a 50% reduction in venues deploying this strategy since 2022.
Quandoo for Restaurants’ Dining Out Trends Report set out to understand how diner behaviour is changing and how restaurants can adapt. The restaurant reservation platform and marketplace analysed data from over 2,000 UK restaurants between January 2022 and July 2024.
The study also revealed that bookings and cancellations frequently happen at the last minute. The majority of reservations are made within a day, with almost 18% occurring just two hours in advance. Similarly, over half of cancellations take place on the same day as the booking.
James Taft, UK Country Manager, Quandoo for Restaurants said, “While deposits and credit card capture seem like effective solutions for combatting no-shows and late cancellations, they’re becoming less popular with diners and can deter them from booking. The key is striking a balance between business needs and customer convenience.
“Instead, we recommend leveraging marketplace listings to boost online visibility. This approach increases the chances of reselling tables and accepting last-minute bookings. Additionally, consider an overbooking policy to safeguard against no-shows, even if it feels daunting.
“By combining these strategies, restaurants can maximise revenue while offering a smoother booking experience.”
Other findings in the report include:
- Friday leads as the most popular day to make bookings: 16.1% of reservations are made on Friday, closely followed by Saturday at 15.8% and Thursday at 14.5%.
- With 56% of reservations made for the evening, dinner is the most popular meal for dining out.
- 7 pm is the most popular dining out time across the UK, except in Manchester, where 5 pm tea is still top.
- The most popular date for dining out is the 29th, highlighting a strong link between payday and dining habits.
- Most diners opted for a table for two, accounting for almost 50% of bookings.
