Our Research: What Do Customers Think?

As a business owner or manager, it is important to understand the views and opinions of your customers when it comes to tip management and tronc arrangements. Such arrangements, which are commonly used in the UK hospitality industry, can have a significant impact on the experience of both customers and staff, and it is crucial to get them right. In this blog post, we will delve into the research on customer views and opinions of troncs and tip management in the UK to help you make informed decisions about the best approach for your business.

First, let's define what a tronc arrangement is. A tronc is an organised arrangement for the pooling of tips, service charges, and gratuities that are shared among the staff of a hospitality business. The distribution of these funds is usually determined by a troncmaster, who is responsible for allocating the money based on a predetermined formula or system. In the UK, troncs are most commonly used in restaurants, bars, and hotels.

So, what do customers think of tronc arrangments?

Overall, the research suggests that customers have mixed feelings about them. Some customers appreciate the convenience and simplicity of having the service charge automatically added to their bill, as it eliminates the need to calculate a tip on their own. Others however, feel that the service charge is not always fairly distributed among the staff, and ask for it to be removed which may lead to them leaving no tip at all.

One study found that customers who were made aware of the tronc arrangement were more likely to leave a larger tip, as they understood that the funds were being distributed among the staff. This suggests that transparency is key when it comes to troncs and customer satisfaction. Customers want to know where their money is going and how it is being used.

Another factor that can impact customer opinions of tronc arrangements is the allocation formula used by the troncmaster. In some cases, the formula may be seen as fair and equitable by both customers and staff. In other cases, however, it may be perceived as biased or unfair, which can lead to dissatisfaction and even backlash from customers.

In addition to the tronc itself, the way in which tips are managed can also affect customer perceptions. For example, some customers may be hesitant to leave a tip if they feel that the staff are not adequately trained or professional. Others may be more likely to leave a larger tip if they feel that the staff have provided excellent service.

Overall, it is clear that there are a number of factors that can influence customer views and opinions of tronc arrangements and tip management in the UK. To ensure customer satisfaction and a positive experience for both staff and customers, it is important for businesses to be transparent about their tronc arrangements, ensure use of a fair and equitable distribution formula, and provide high-quality service. By taking these steps, you can help create a positive tipping culture and encourage your customers to leave a generous tip.