Are We Entering the Decisive Diner Era?

More decisive diners, the popularity of  “grown-up” kids’ menus, the mainstreaming of solo dining, and rising tip fatigue were among key trends identified in new research from Lightspeed Commerce. 

“Today, American consumers are placing greater expectations on their dining experiences as they expect to receive the best service possible given the time and money invested into dining out, Adoniram Sides, SVP, Hospitality at Lightspeed, told Modern Restaurant Management (MRM) magazine. “A critical takeaway from these results for restaurant operators is ensuring that they are continuing to deliver on the basic foundations of good customer service.”

According to the survey of 1,000 U.S-based consumers, 40 percent say rude service would keep them from returning to a restaurant, followed by cold food (34 percent), long waits (27 percent), and sticky tables or menus (24 percent). Nearly one in three say they’ve walked out due to long wait times, while one in five have left because of rude staff.

The surge of food delivery platforms has reshaped consumers’ expectations when it comes to ordering and eating from restaurants.

The surge of food delivery platforms has reshaped consumers’ expectations when it comes to ordering and eating from restaurants, Sides pointed out. 

“Among the impacts of these food delivery services on consumers’ expectations is that they know they can get a meal delivered directly to their homes in a timely manner, and expect the same level of efficiency when dining out. Food delivery streamlines the reservation, sitting, ordering, and waiting process that comes from a traditional dining experience. This has inevitably placed increased pressure – and oftentimes unrealistic expectations – on restaurants to deliver a dining experience that needs to be both fast and at the same time memorable.”

Sides said addressing diners' top pain points with a unified POS system can include revamping a restaurant’s floor plan to better fit more tables, speeding up wait times by delivering customers’ orders directly to the kitchen, and enabling payments to be done quickly and seamlessly. 

Not Just for Kids Anymore

Nearly half (44 percent) of adults admit to ordering from the kids’ menu for themselves. Their reasons? Smaller portions (38 percent), simpler choices (37 percent), and more budget-friendly prices (31 percent). 

A mix of factors are fueling this trend. While value is certainly part of it, with smaller portions and lower prices appealing to budget-conscious diners, there is also a shift in how people approach eating out, Sides said. 

“Some are looking for lighter meals or simpler choices that align with their lifestyle goals, including health-conscious diners and those using GLP-1 medications. Others simply want comfort food in a manageable serving.”

This provides an opportunity for operators  to rethink kids’ menus as “smaller plates” that can appeal to all ages. 

“That could mean adding more sophisticated flavor profiles, offering balanced nutrition options, or marketing these dishes as part of a flexible dining experience rather than a novelty,” Sides added.

Cultural Shifts at the Dining Table

The rise in intentional solo dining, which is now at 55 percent of diners this year, signals a cultural shift. This year, 55 percent say they dine out solo by choice, up from 45 percent in 2024, with 33 percent seeing it as self-care, and 30 percent using it as a way to try new places. 

Operators can create an inviting environment by offering comfortable seating for one, such as window spots, bar seating, or cozy tables, as well as amenities that make the experience feel thoughtful, such as charging points, reading material, or single-portion tasting menus, Sides suggested. 

“Training staff to warmly acknowledge solo guests without hovering can make them feel valued and relaxed, turning a table for one into a loyal repeat customer.”

Another cultural shift involves tipping. More than half (54 percent) of diners say they feel pressured by preset tipping screens—up from 47 percent last year. Inflation continues to influence habits, with 44 percent saying they are tipping less. And nearly a third (29 percent) say they would prefer to eliminate tipping altogether. Still, guests are willing to recognize and reward good service, and 15 to 20 percent remains the norm for strong experiences. 

“For operators, transparency is key,” Sides said. “Clearly communicate how tips are distributed, ensure staff training consistently delivers great service, and consider offering alternative compensation models or service charges to reduce pressure on guests while ensuring staff are paid fairly. Striking this balance can help preserve staff morale and guest satisfaction in a changing tipping landscape.”

The research points out that customers are looking to feel valued the moment they walk through the door. 

“A restaurant’s sudden popularity after going viral on social media may see an influx of thousands of new customers in a matter of days,” Sides said. “However, what even the most trendy and successful restaurants require is delivering exceptional service in order to retain those customers for the long term. Restaurant operators must ensure that they are equipped with the proper staff and systems to ensure a smooth front and back of house operation.”