Tech Disrupts the Future of Hospitality

Recent research indicates that table service and takeaway are deemed to be essential amongst UK consumers.


UK Consumer Expectations and Demands


More than one-third (35%) of UK consumers would now only go to a venue that can offer them table service, while 40% now expect all bars and restaurants to offer takeaway, according to recent research commissioned by ePOS Hybrid.

 The same research, from the tech startup that’s disrupting the hospitality sector, also revealed 40% of consumers welcome the technological evolution of the hospitality industry and think it’s important the sector adapts to survive. Although when it comes to exactly which technologies should be embraced and which should be avoided, there are various factors to consider with half (48%) admitting it’s important that experiences remain social and not convoluted by technology.

“We’ve seen heavy investment into automation across the hospitality sector recently, as these streamlining technologies have the capability to help minimise errors on orders/bills, make it easy to manage multi-channel orders, improve efficiency and reduce customer waiting times.

From alleviating the pressure on employees to creating a more seamless experience for customers, the opportunities are endless when it comes to the technology that’s available to increase productivity. It’s also worth noting that the return on investment for businesses as they start to reopen can be substantial,” comments Andrew Gibbon, head of growth, ePOS Hybrid.


How Restaurants are Shifting to Meet Demand 


The research also found that over half (50%) of bars and restaurants have shifted their focus to offering takeaway in recent months. This matches customer demand, with 30% ordering more regularly from restaurants now that they have the option to takeaway.

In general, it seems that consumers are calling for tech to play a bigger role with 45% wishing to see technology help to minimise errors. 40% of UK consumers would like to see more venues continue adopting more technology for greater efficiency and a more seamless experience.

The research also indicated that nearly half of respondents prefer the new table service-only setup (44%) and being able to order from their mobile in real-time rather than waiting for staff to come to the table (41%).

Consumers’ main reason for the addition of tech seems to be the reduction of errors and eliminating the need for queues or waiting for staff. 28% would like to see greater efficiency when it comes to being seated, paying the bill and the overall service whilst 28% are excited for technology to help reduce queues. 28% of participants would like to be able to select a specific table/area upon making online bookings. 

“The research solidified the fact that consumers are keen for the industry to continue embracing new technologies and, while many have been receptive to doing this in recent months, it’s clear there is still a way to go,” continues Andrew. 


The Future of Contactless Table Ordering


ePOS Hybrid was one of the first companies in the UK to launch contactless table ordering, and has supported hundreds of businesses in pivoting their business model from dining in to online ordering/takeaway.

“We have developed our research into a report which shines a light on what’s important from a tech standpoint to help businesses prepare for the future. We highlight what consumers want to see more of, what they’d like venues to steer away from and what they’re excited about when it comes to their future hospitality experience,” concludes Andrew.

For more information about ePOS Hybrid and to download the full report, visit