The Tipping Point: Tech Tipping Causing Tension

Half of customers felt manipulated or tricked into leaving a tip at checkout, according to Capterra’s June 2023 survey, which was conducted to learn more about how the overuse of tablet tip screens is changing the way consumers approach tipping culture. 

Among the insights:

Over-asking for tips is alienating customers: 50 percent have felt manipulated or tricked into leaving a tip or tipping more than they intended to. Tipflation has changed tipping behavior at restaurants: 77 percent tip more due to rising costs for workers while 37 percent tip less because of rising costs for consumers.  Restaurants have increased tip expectations: 58 percent of consumers believe that restaurants have increased their minimum suggested tip. Consumers don’t expect to tip at QSRs but are inundated with requests: 82 percent have seen tip screens at QSRs, but only 11 percent say tips here should be mandatory.The traditional belief that tipping should be limited to table service restaurants…