Younger diners far more likely to leave negative reviews online

By Stefan Chomka

- Last updated on GMT

Younger diners far more likely to leave negative reviews online

Related tags: Eating

Hell hath no fury like a Millennial given poor quality food, with new research showing that younger diners are much more likely to leave a negative online review than older diners.

The survey, conducted by hospitality software company Fourth across a nationally representative panel of 1,500 consumers, found that diners aged between 16 and 29 years old were twice as likely to leave a negative review than 45-59 year olds.

Overall, diners of all ages preferred to leave details of a positive eating out experience, however, with the research showing that the vast majority of customers – 85% - would be more inclined to leave a positive dining review than a negative one.

Customers left on average 3.4 reviews a year, according to Fourth, with the core drivers behind leaving a positive review were quality food (87%), attentive staff (69.4%) and quick service (46.7%).

The main factors influencing a negative review were poor quality food (78.8%), rude staff (68.6%), and the waiting time for food (61.9%).

The survey also revealed that operators had the best chance of mitigating a negative review by discounting the bill (58.2%), ensuring that they provided great service throughout the meal (46.2%), or the offer of a complimentary return visit (39.2%).

“It is clear that the younger, tech-savvy generations are more critical than the older generations when it comes to leaving negative feedback,” says Catherine Marshall, communications director at Fourth. “Forward-thinking operators seeking to future proof their business are tracking, analysing and acting upon customer sentiment.”

Related news

EMAIL NEWSLETTERS

Spotlight

Follow us

Hospitality Guides

View more

Featured Suppliers

All suppliers