Payment Apps Generate Bigger Gratuities When Asking For Specific Tips Before Service Annoying – The Heck Out Of Users
Asking customers to leave specific tip amounts before food is delivered or provided prompts larger gratuities but also leads to lower satisfaction – especially if the payment page design is crowded, I found in new research I co-authored.
My colleagues and I conducted three studies and a survey to explore how consumers are responding to the use of tip suggestions on digital payment devices. All participants for the study were recruited via the crowdsourcing website Mechanical Turk and were required to have eaten out or experienced a similar service in the past 12 months and left a tip.
Study participants were shown either a payment interface with suggested tip amounts or simply an optional box. Fan, Wu, Liu (2022)
In our first study, we asked 134 people to imagine themselves ordering a lar...