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Restaurant Service Trends - UK - September 2009

Restaurant service trends have been gradually altering over the years in line with consumers’ changing use of restaurants. The overriding trend is that eating out has become increasingly informal over the years as the reasons for eating out extend beyond special occasions to include simple refueling, to escape from household chores and so on.

As venues have looked to tap into trends towards all-day dining, for example, there has been a noticeable blur between restaurant service formats, with the latest emerging concept being fast casual dining which is thought to meet demand for something that is more than fast food, but a more relaxed and faster service than traditional sit-down table service.

Of course, other operational and legislative factors have also had an impact, such as the Licensing Act and growth of the coffee shop culture, which have prompted pubs to venture into non-traditional areas such as breakfast dining. Consequently, the lines between pub and restaurant, and fast food and casual restaurant continue to blur.

Main issues

  • What are the general societal changes, for example increasingly hectic lifestyles, that are impacting on the type of service formats consumers are looking for from the eating out market?

  • What are consumer perceptions of the various service formats as well as their demands of the overall eating out experience?

  • What are the emerging service formats in restaurant design?

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Table of contents

  1. Issues in the Market

      • Main issues
        • Definition
          • Fast food/quick service restaurant (QSR)
            • Limited Service Restaurant (LSR)
              • Buffet/carvery
                • Cafeteria/canteen
                  • Food court
                    • Fast casual dining (FCD)
                      • Casual dining
                        • Full service restaurant
                          • Abbreviations
                          • Future Opportunities

                            • Tapping into the concept of ‘third place’
                              • Mixed service opportunities
                                • Making the most of the digital age
                                  • Mimicking trends in other consumer sectors
                                  • Market in Brief

                                    • Changing reasons for eating out means changing consumer expectations
                                      • Emerging service formats
                                        • Consumers’ attitudes towards service formats
                                        • Internal Market Environment

                                          • Key points
                                            • All-day-dining and the trend for informal service
                                              • Figure 1: Reasons to eat out in restaurants/order a takeaway, April 2009
                                            • The impact of the recession on eating out
                                              • Figure 2: Impact of economic downturn on eating out, March 2009
                                          • Competitive Context

                                            • Key points
                                              • Figure 3: UK retail value sales of sandwiches, by outlet type, 2006-08
                                          • Types of Service

                                            • Key point
                                              • Fine dining/silver service
                                                • French service/service à la Français
                                                  • Russian service/service à la Russe
                                                    • American service
                                                      • Gueridon service
                                                        • Brasseries in high-end restaurants
                                                        • The Age of Technology

                                                          • Key points
                                                            • Convenience-driven lifestyles
                                                              • A cashless society?
                                                                • Streamlining operational concerns
                                                                  • Prepaid/cashless payment cards
                                                                    • Contactless payment systems
                                                                      • Service innovation
                                                                        • Legislative limits for service innovation
                                                                        • Types of Service at Eating Out Venues Visited

                                                                          • Key points:
                                                                            • Figure 4: Types of service at eating out venues visited, June 2009
                                                                          • Table service
                                                                            • Counter service
                                                                              • Mixed service
                                                                                • Fast casual dining
                                                                                  • Diner demographics
                                                                                    • Figure 5: Mixed service* eating out venues visited, by gender, age and working status, June 2009
                                                                                  • Overview
                                                                                    • Kaiten (sushi train/conveyor belt)
                                                                                      • Self-service
                                                                                        • Salad bars
                                                                                          • Figure 6: Attitudes towards eating out in restaurants, June 2009
                                                                                          • Figure 7: Popularity of self-service salad bars, 2005 and 2007
                                                                                      • Types of Meals Eaten

                                                                                        • Key points
                                                                                            • Figure 8: What diners regularly order when eating out in restaurants, June 2009
                                                                                          • Desserts
                                                                                            • Starters
                                                                                              • Side dishes
                                                                                                • Snack/light bites/sharing platters/intros
                                                                                                • Attitudes Towards Ordering in a Restaurant

                                                                                                  • Key points:
                                                                                                    • Figure 9: Attitudes towards eating out in restaurants, June 2009
                                                                                                  • I rarely eat three courses
                                                                                                    • I often eat three courses/often order new or different food/dishes
                                                                                                      • I like being able to try lots of different things at self-service salad bar/usually order the same thing
                                                                                                        • I regularly ask to customise my meal (eg swapping ingredients, change pizza toppings)
                                                                                                          • The food at self-service bars (eg salad bar, carvery) is usually poor
                                                                                                            • It tends to take too long to order and pay the bill at table service restaurants
                                                                                                              • I’m put off by outlets where you have to order food at the bar/counter yourself
                                                                                                              • Restaurant Service Trends – Targeting Opportunities

                                                                                                                • Key points:
                                                                                                                  • Figure 10: Marketing targets for restaurants according to attitudes towards restaurant service, June 2009
                                                                                                                • Multi-course Enthusiasts
                                                                                                                  • Consistently Basic
                                                                                                                    • Daring Diners
                                                                                                                    • Appendix – Types of Service at Eating Out Venues Visited

                                                                                                                      • Types of service at eating out venues visited, by detailed demographics
                                                                                                                        • Figure 11: Types of service at eating out venues visited, by detailed demographics, June 2009
                                                                                                                      • Types of service at eating out venues visited, by types of service at eating out venues visited
                                                                                                                        • Figure 12: Types of service at eating out venues visited, by types of service at eating out venues visited, June 2009
                                                                                                                    • Appendix – Types of Meals Eaten

                                                                                                                      • Most popular type of meals eaten, by detailed demographics
                                                                                                                        • Figure 13: Most popular type of meals eaten, by detailed demographics, June 2009
                                                                                                                      • Next most popular type of meals eaten, by detailed demographics
                                                                                                                        • Figure 14: Next most popular type of meals eaten, by detailed demographics, June 2009
                                                                                                                      • Types of service at eating out venues visited, by type of meals eaten
                                                                                                                        • Figure 15: Types of service at eating out venues visited, by type of meals eaten, June 2009
                                                                                                                      • Most popular types of meal eaten, by types of meals eaten
                                                                                                                        • Figure 16: Most popular types of meal eaten, by types of meals eaten, June 2009
                                                                                                                      • Next most popular types of meal eaten, by types of meals eaten
                                                                                                                        • Figure 17: Next most popular types of meal eaten, by types of meals eaten, June 2009
                                                                                                                    • Appendix – Attitudes Towards Ordering in a Restaurant

                                                                                                                      • Most popular attitudes towards eating out in restaurants, by detailed demographics
                                                                                                                        • Figure 18: Most popular attitudes towards eating out in restaurants, by detailed demographics, June 2009
                                                                                                                      • Next most popular attitudes towards eating out in restaurants, by detailed demographics
                                                                                                                        • Figure 19: Next most popular attitudes towards eating out in restaurants, by detailed demographics, June 2009
                                                                                                                      • Types of service, by attitudes towards eating out in restaurants
                                                                                                                        • Figure 20: Types of service, by attitudes towards eating out in restaurants, June 2009
                                                                                                                      • Most popular types of meal eaten, by attitudes towards eating out in restaurants
                                                                                                                        • Figure 21: Most popular types of meal eaten, by attitudes towards eating out in restaurants, June 2009
                                                                                                                      • Next most popular types of meals eaten, by attitudes towards eating out in restaurants
                                                                                                                        • Figure 22: Next most popular types of meals eaten, by attitudes towards eating out in restaurants, June 2009
                                                                                                                      • Most popular attitudes towards eating out in restaurants, by attitudes towards eating out in restaurants
                                                                                                                        • Figure 23: Most popular attitudes towards eating out in restaurants, by attitudes towards eating out in restaurants, June 2009
                                                                                                                      • Next most popular attitudes towards eating out in restaurants, by attitudes towards eating out in restaurants
                                                                                                                        • Figure 24: Next most popular attitudes towards eating out in restaurants, by attitudes towards eating out in restaurants, June 2009
                                                                                                                    • Appendix – Restaurant Service Trends – Targeting Opportunities

                                                                                                                      • Restaurant service target groups, by detailed demographics
                                                                                                                        • Figure 25: Restaurant service target groups, by detailed demographics, June 2009
                                                                                                                      • Restaurant service target groups, by types of service at eating out venues visited
                                                                                                                        • Figure 26: Restaurant service target groups, by types of service at eating out venues visited, June 2009
                                                                                                                      • Restaurant service target groups, by types of meals eaten
                                                                                                                        • Figure 27: Restaurant service target groups, by types of meals eaten, June 2009
                                                                                                                      • Restaurant service target groups, by attitudes towards eating out
                                                                                                                        • Figure 28: Restaurant service target groups, by attitudes towards eating out, June 2009

                                                                                                                    Companies Covered

                                                                                                                    • Aldi Stores Ltd (UK & Ireland)
                                                                                                                    • Asda Group Ltd
                                                                                                                    • Barclaycard
                                                                                                                    • British Sky Broadcasting Group plc (BSkyB)
                                                                                                                    • Burger King UK Ltd
                                                                                                                    • Caffé Uno
                                                                                                                    • Co-operative Group
                                                                                                                    • Coffee Primo
                                                                                                                    • Coffee Republic Plc
                                                                                                                    • Domino's Pizza UK & IRL, plc
                                                                                                                    • Gfk NOP
                                                                                                                    • Gourmet Burger Kitchen
                                                                                                                    • J. Sainsbury
                                                                                                                    • Lidl (UK)
                                                                                                                    • Marks & Spencer
                                                                                                                    • McDonald's Restaurants Limited (UK)
                                                                                                                    • Paramount Restaurants
                                                                                                                    • Pizza Hut
                                                                                                                    • PizzaExpress Limited
                                                                                                                    • Starbucks Coffee Company UK Ltd
                                                                                                                    • Tesco Plc
                                                                                                                    • Tootsies Restaurants Ltd
                                                                                                                    • Virgin Media Ltd
                                                                                                                    • Wagamama Ltd
                                                                                                                    • Waitrose
                                                                                                                    • Wm Morrison Supermarkets

                                                                                                                    Restaurant Service Trends - UK - September 2009

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