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Poor hygiene causes restaurants to lose business, poll shows

The Independent logo The Independent 09/08/2018 Grant Bailey

Slow service and rude staff are among the aspects of a dining experience most likely to annoy diners. © provided by Shutterstock Slow service and rude staff are among the aspects of a dining experience most likely to annoy diners. One in four Britons have left a restaurant during a meal amid a poor dining experience, according to a new survey. 

The poll of 2,000 diners found 23 per cent had had such an unpleasant time that they left without even finishing their food.

Slow service and rude staff are among the aspects of a dining experience most likely to annoy diners, along with sticky floors, noisy clientele and grubby toilets.

“There are few things which put us off our food faster than dirt, stains and bad smells in a place where we are trying to eat," said Greg Elmore, spokesman for P&G Professional which commissioned the study. “A professional level of hygiene and cleanliness should be at the forefront of the minds of every restaurant owner and member of restaurant staff in the country though, based on these results, we feel this is unlikely to be the case.”

Jasmine Birtles, economics expert and business commentator, added: "The latest interest rate rise and increasing economic uncertainty mean we're all having to tighten our belts. 'Businesses have to work harder to prove they deserve guests' money than ever before. But it’s not always what's on the menu that sways us. Cleanliness and hygiene can make all the difference.

© Provided by Independent Digital News & Media Limited “Ensuring every area of an establishment, especially the washroom, is spotless helps build customer confidence and establish relationships meaning that guests are more likely to return. 'Investment in cleaning is an investment in business growth."

When asked to name the things most likely to make them think a restaurant might not be as nice as they had hoped, 56 per cent of respondents said: "A bad odour".

But when a lacklustre dining experience does occur, only 12 per cent said they would take up the issue with the manager, while three in 10 would report their distaste to a member of staff. One in eight tell their friends and family in about grubby eateries they come into contact with.

Word of mouth is important, as 56 per cent of those surveyed said they decided where they want to eat based on recommendations from people they know.

It also emerged 29 per cent of Brits have even been so incensed by unhygienic practices in a restaurant they have posted a negative review online to warn others.

Of those who have written a negative review, one in 10 took issue with unhygienic toilet facilities © provided by Shutterstock Of those who have written a negative review, one in 10 took issue with unhygienic toilet facilities Of those who have written a negative review, one in 10 took issue with unhygienic toilet facilities, and 14 per cent couldn’t abide the grime on their crockery and cutlery.

In fact, cleanliness is vital to the dining experience, as nine in 10 Brits believe good hygiene standards are an indicator of a reputable restaurant.

85 per cent also consider the cleanliness of an eatery just as important as the taste and quality of the food they prepare.

Related: 22 foods and drinks you shouldn't throw away but do (provided by Lovefood)

More than a third would even be willing to pay more to eat at a restaurant with exemplary hygiene standards.

Almost two thirds said just one unclean area in a restaurant was enough to make them suspicious of the hygiene standards elsewhere on the premises.

Official hygiene ratings are also important to diners, with 44 per cent regularly noticing the hygiene star-rating in the window of a restaurant before they head in to eat.

SWNS

Watch: 11 Fine-Dining Etiquette Rules You've Probably Broken Your Whole Life (provided by Food & Wine)

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