Problems When Ordering Food/Drinks by Phone/Website:

Overview

• In 2015, more people were still ordering food by phone than online. Last year, more than half of restaurants’ takeout orders originated online.

• Some of the biggest problems clients face when ordering food/drinks online are: a confusing or complicated menu, having to wait for longer periods of time for their order to be processed, and difficulties with website accessibility.
• "A menu that doesn’t allow customers to easily modify or add to their selection can be irritating for them."
• An online order has to pass through more phases like a point-of-sale program. The more clients have to wait, the less likely it will be that they will return to a website.

• Websites that are not smartphone friendly or cannot handle high traffic like bulk orders is a frustrating accessibility inconvenience for clients.

Problems Reserving Tables by Phone/Website:

• "Despite the increase in walk-ins, reservations are still common practice and appreciated by frequent diners." A recent Restaurant Insights report found that "45% of Generation X diners and 55% of Millennial diners say they make regular reservations, while 63% of urbanites always or usually make a reservation."
• "OpenTable found that 36% of diners said online restaurant reservations are the most important technology feature."
• However, one of the biggest customer complaints with making restaurant reservations online is being treated like a number and not as a human being.