Montreal diners more demanding but better tippers than most of Canada: poll

A Montreal-based commerce software company wanted to better understand what people who go to restaurants expect and how that affects the tip they leave.

In Montreal, expectations are high, and they hate rude service, but restaurant-goers from the island out-tip those from other provinces in Canada, according to Lightspeed Commerce’s poll.

“Lightspeed’s latest poll clearly shows that for Montreal diners, the experience is paramount,” said Lightspeed president J.D. Saint-Martin. “They’re not just looking for a meal; they’re expecting professional, fast service in a clean environment. Restaurants that fail to deliver on these fundamental aspects risk losing a significant portion of their clientele.”

Lightspeed’s poll of around 7,000 diners found that Montrealers want fast and civil service in a clean spot.

What bothers them most?

• Rude service: 37 per cent.
• Cold food: 29 per cent.
• Long wait for service: 27 per cent.
• Sticky tables or menus: 22 per cent.

Lightspeed said it polled seven countries and five cities, and found that Montrealers were at the top of the list of those who said rude service was the most unbearable, so much so that nearly half will not return if service is not up to par.

“Rude servers took the lead in the reason for Montrealers to not return to a restaurant, with 48 per cent saying they would never return due to this,” the company said in a news release. “Twenty-nine per cent said they have left a restaurant before being served due to slow service.”

More demands, more tips

However, for those servers that meet demanding Montreal diners’ standards, they get rewarded, according to the poll.

Over a third (35 per cent) of those polled said they are willing to tip between 15 and 20 per cent, compared with 29 per cent for the rest of the country.

The majority of Canadians, the poll found, go between 10 and 15 per cent.

Natacha Bianchet is a server at Brutopia Brewpub on Crescent Street in downtown Montreal. She serves a lot of tourists and does not agree that Montreal patrons out-tip other Canadians.

“I personally think that maybe Quebec doesn’t have that big of a tipping culture, perhaps more of the European influence,” she said. “When we get European tourists, they’re not used to tipping, and I think that reflects in Quebec as well. For sure, Americans tip very well. It’s ingrained that most of them would be an automatic 20 per cent.”

Bianchet agrees that service should be fast and efficient and knows that to do the job well means more gratuity. However, this is not always the case.

“I do think it makes the job more stressful,” she said. “For example, I know my service is good, and I know the people that I work with, all the service is great. I think also tipping comes down to personal preference, too, and at the end of the day, someone can tell you that your service was amazing and that they’re coming back, but then still not tip well... You don’t know what you’re going to make at the end of the day. You don’t know what you’re going to make per month, but that’s also part of the territory.”

It should be noted that the minimum wage for servers in Quebec is $12.90, while it’s $16.10 for non-tipped jobs.

• READ MORE: Quebec restaurant staff make more, work less than other Canadian provinces

Bianchet hopes clientele realize that tipping is more complicated than just giving extra cash to a server who does a good job.

“If there’s a $15 tip, not all $15 is going to me,” she said. “It’s much more nuanced than that, and I’m only getting a small percentage at the end of the day of that $15, and every bar and restaurant works differently. It’s more complicated than they think it is, and it’s not free money being handed to me, for sure. We’re being taxed on it. Some places we share it, we split the tip, so yeah, at the end of the day, it’s much less that the server is walking home with than they think we are.”

The poll also found that 33 per cent of Montrealers are willing to pay more for their meal if tips are eliminated. The national average for that was 30 per cent.

“While Montrealers may be demanding in their attention to service, cleanliness and speed, they are clearly willing to reward the efforts of those that deliver,” said Saint-Martin. “This suggests a genuine appreciation for excellent service, which is a powerful incentive for restaurants to invest in technology to empower their staff, giving them more time to focus on the customer experience.”

Lightspeed’s poll also found that half of diners are going solo (up from 43 per cent a year prior). The reason? Self care (47 per cent), enjoyment (43 per cent) and work lunches (24 per cent).

“Solo diners enjoy people watching (34 per cent) and finding a moment for some peace and quiet (34 per cent) equally. Thirty per cent are also interested in solo dining so they can try new menu items,” the company said.