Insights into the South African restaurant industry and dining habits
As more South African restaurants turn to tech to streamline their operations, our local client base has grown significantly and 2023 saw a record number of reservations.
During the course of the year, Dineplan processed 4.3 million reservations, translating to 22.6 million diners seated at eateries nationwide – that’s a 27% increase from 2022.
Despite inflation, rising food and fuel costs, and load shedding, the average restaurant served 3% more guests than the year before. And we anticipate that the resilient restaurant industry will continue along this trajectory in 2024.
Here are some of the top trends that have emerged from our 2023 booking data:
1. Convenience is key as online bookings become the norm
The South African dining scene is witnessing a clear shift towards convenience as more guests choose to make their reservations online. In 2023, online bookings rose by 9.3%, meanwhile, telephone bookings continued on their steady decline – dropping by a further 7.5%.
This craving for convenience is even more pronounced on the Dineplan App, where both users and bookings skyrocketed by 50%.
The message is clear: South Africans want a fast and easy reservation process and, if restaurateurs aren’t offering these options, they risk losing out on valuable bookings. By embracing the digital shift, you’ll not only attract new diners but also streamline your operations and improve your guest experience.
2. Diners like to plan ahead – and book in advance
On average, restaurant-goers make their reservations 8 days in advance, with Thursdays at noon being the most popular time to plan ahead and make those reservations. As for actually dining out, 6 pm on a Friday is the most popular time slot in the booking calendar.
The average party size remained constant in 2023, with between 4 – 6 people per booking.
3. Turn feedback into fuel as guests share more feedback
In 2023, Dineplan processed a whopping 25,000 public reviews per month – that’s just over 800 reviews per day. This 15% increase in diner feedback reveals a growing comfort with online reviews, empowering diners to share their experiences.
And what are they saying? Fortunately, the news is good! Diners left an average rating of 4.4 stars (out of 5) across the 2,000 Dineplan restaurants. This positive feedback suggests locals and tourists alike are enjoying what South African restaurants have to offer.
Diving deeper reveals some interesting regional variations. The Western Cape reigns supreme with an average rating of 4.49 stars, followed closely by KZN (4.38) and Gauteng (4.37). And, if you’re looking for the perfect meal out, Tuesdays reign supreme, scoring top marks in ambience, food, service, and value!
But the real benefit lies in the treasure trove of data these guest reviews provide. Restaurant owners have access to actionable insights – highlighting areas for improvement, potential gaps to fill, and opportunities to add even more value. In addition, positive online feedback acts as a powerful marketing tool.
4. Booking deposits: A valuable tool against costly no-shows
In 2023, the number of booking deposits processed using Dineplan surged by 42%, highlighting a growing trend in combating the industry’s costly no-show problem.
The generally accepted no-show rate within the restaurant industry is roughly 20% – meaning that 1 in 5 tables do not arrive for their booking. However, the average national no-show rate is only 1.6% for restaurants on Dineplan. This significant reduction can be attributed to two key features: automated booking reminders and prepaid deposits.
The booking reminders keep reservations fresh in guest minds, reducing the likelihood of forgetfulness, while prepaid deposits are a small financial commitment that incentivises guests to honour their reservations or cancel well in advance for a refund.
5. The gifting market is a valuable asset for the restaurant industry
In early December 2023, we launched the new Dineplan restaurant vouchers, partnering with over 250 restaurants and venues across South Africa. Over R500,000 worth of vouchers were purchased as gifts during the festive season, with an average value of a generous R1,000.
Offering ultimate flexibility, 74% of the gift vouchers were sent instantly, while the remaining 26% were scheduled for a special occasion.
However, Dineplan vouchers go beyond a festive treat – they’re a valuable asset for both restaurants and gift-givers. Restaurants gain new customers and increased revenue, while gift-givers are able to send their friends, family members or colleagues a personalised gift that lets them experience one of the many participating restaurants on Dineplan for themselves.
Top 10 most-booked restaurants on Dineplan
With bookings spanning a range of cuisines and experiences, here’s a peek at the ten restaurants that received the most bookings through the Dineplan app and website in 2023. (Please note that this excludes walk-ins and bookings made via phone, the restaurant’s website, social media, and other online channels.)
- JoyJozi – Randburg, Johannesburg
- Chefs Warehouse at Tintswalo Atlantic – Champman’s Peak, Cape Town
- Chefs Warehouse at Maison – Franschhoek, Western Cape
- Rosetta’s Bistro – Kempton Park, Johannesburg
- Modern Tailors – Rosebank, Johannesburg
- Bodega Ramen – Cape Town City Centre, Cape Town
- NV-80 – Sea Point, Cape Town
- Chefs Warehouse at Beau Constantia – Constantia, Cape Town
- Chefs Warehouse at The Bailey – Cape Town City Centre, Cape Town
- The Nines – Sea Point, Cape Town
Restaurants play a critical role in South Africa through tourism and job creation, while also providing locals and tourists with culinary and cultural experiences. – Greg Whitfield, Dineplan co-founder and CEO
“We’re happy to see these results and how they continue to improve year-on-year,” Greg concludes, “it highlights the resilience of our restaurants as they navigate tough operating environments and challenges.”
Tend to not post negative reviews if at all possible, best to address direct. People can be so picky and think nothing of dissing something that is their personal issue, which is neither the establishments fault or, could have been resolved there, and then. With so many reviews, 300k, you will find it hard to moderate which could be detrimental to well intended restaurants.