Customer Experience

Rising tipping requests frustrate consumers

Image: Adobe Stock.

June 16, 2023

Consumers are frustrated by rising tipping requests and businesses should take heed. That's according to a June 2023 survey of 780 consumers by Capterra, an online marketplace for software.

Half of customers felt manipulated or tricked into leaving a tip at checkout, and three-quarters don't even know where their tip is going, according to a press release on the findings.

Businesses should reassess their POS software, leverage insights to better understand what customers think is appropriate, and use these learnings to customize the shopping experience, according to Capterra.

Highlights include:

• 53% of surveyed consumers encountered a tip screen at a business that didn't previously ask for tips.
• 82% have seen tip screens at quick service restaurants.
• 51% have seen a tip screen at a self-checkout kiosk — of those, 32% left a tip and 68% declined to tip.
• Consumers have also encountered tip screens at retailers (21%), gas stations or convenience stores (10%), and event admissions booths/ticket counters (9%).
• 50% felt manipulated into tipping on a tablet during checkout.
• 56% felt confused or surprised when seeing a tip screen at checkout.
• 75% admit they don't even know where their tip is going.
• 58% of consumers believe that restaurants have increased their minimum suggested tip.
• 55% typically see 15% as the minimum suggested tip.
• 25% are tipping at a higher percentage and 23% are tipping more frequently.
• 77% tip more due to rising costs for workers while another 37% tip less because of rising costs for consumers.