Lightspeed study shows: Satisfied guests are no coincidence – mastering the basics ensures full tables and a good mood
Berlin, October 23, 2025 – A friendly “Welcome!”, a neatly laid table and a hot meal without a long wait – for many guests, this is the perfect recipe for a successful restaurant visit. A recent survey conducted by Lightspeed, one of the leading providers of cloud-based POS systems and payment platforms, among guests in Germany, the UK, France, Belgium and the Netherlands shows that Diners’ satisfaction depends less on fancy menus or spectacular decorations – and more on classic virtues such as cleanliness, service and food quality.
What is really important to guests – before they even take a seat
Even before the first order has been taken, many guests make the decision: do I stay – or not? For German restaurant visitors, general cleanliness (56%) is by far the most important criterion before they sit down. Attentive staff (47%), clearly recognizable prices on the menu (40%) and a pleasant background noise level (26%) follow in next place. The data shows: Those who invest in the basics gain the trust of their guests – even before the first course is served.
The “Big Four” of guest dissatisfaction – and whyyou can easily avoid them
The expectations are as clear as the things that spoil guests’ appetites. Across all five countries surveyed, four main annoyances emerge that reliably cause dissatisfaction – or even lead to guests leaving the restaurant prematurely:
- Rude staff: An absolute no-go for 45% of German respondents – the most common reason for not returning.
- Sticky tables and menus: 37% see a lack of cleanliness at the table as a real warning sign.
- Cold food: For 31% a reason to avoid the restaurant – even if it tastes good.
- Long waiting times: 26% of guests become impatient when waiting – 27% have even left a restaurant before they could order because of this.
These results show: It is often the things that are taken for granted that determine success or failure.
Children, to the table please! Surprisingly united – but with cultural nuances
Even if the top issues are similar in all countries, there are subtle differences in the details: In Germany and the Netherlands, for example, guests are less likely to be bothered by running children in a restaurant (14-15%), whereas in France, Belgium and the UK, this is more likely to cause eye-rolling (21%). In the Netherlands, loud music (21%) is more of a negative factor than in Germany (16%) or the UK (18%). German guests are particularly sensitive when tables are not cleared (15%). Minor “social frictions” such as blowing your nose too loudly, couples cuddling or selfie sessions, on the other hand, only bother a minority across Europe – as long as the food is good.
Service at one: what restaurants can learn from this
For restaurants, this sends a clear message: satisfaction does not come about by chance, but through the solid implementation of proven standards. Many of these points can be easily implemented with a little mindfulness and the right tools. Sinahn Fabian Sehk, Regional Senior Director DACH Hospitality at Lightspeed, explains:
“Our POS systems help restaurateurs to keep an eye on all processes – from table occupancy and waiting times to staff planning. Those who work efficiently here not only create better processes, but also more relaxed guests – and more motivated employees.”
“In a survey of restaurateurs in April, we found that, in addition to quality, service, timing and communication between employees are the decisive factors – especially in the fine dining sector. 70% of the restaurateurs surveyed stated that poor timing reduces the likelihood of guests returning. Over 90% even said that communication between the “front of house”, i.e. the service team, bar, reception and the “back of house”, i.e. the kitchen or warehouse, is the most important element for excellent service”, Sehk continues.
Those who master the basics have the best cards
Whether fine dining or a cozy trattoria – what counts in the end is that guests feel comfortable. Those who score points with friendliness, cleanliness, hot food and good timing not only win popularity points, but often also regular customers. The study shows: Guests are demanding, but not complicated – and a smile, a clean table and a hot meal go a long way.
Methodology:
In May 2025, Lightspeed conducted a consumer survey together with the market research provider Medallia. The report for Germany is based on around 1,000 respondents. Participants had to be over 18 years old and have visited a restaurant in the past six months. All responses were collected anonymously and underwent a quality check to ensure an appropriate margin of error
About Lightspeed
Lightspeed (TSX | NYSE: LSPD) is the leading global provider of a cloud-based, end-to-end point-of-sale and payment platform and financial services for the restaurant and hospitality industry in over 100 countries. Lightspeed was founded in Montreal in 2005 by CEO Dax Dasilva. Today, Lightspeed customers serve more than 1 billion meals in a year to over 300 million diners around the world. For more information, visit lightspeedhq.com. Follow us on social media: LinkedIn, Facebook, Instagram, YouTube and X.
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