A study by the University of Essex suggests that restaurant complaints are not strongly linked to age, gender or income, challenging the stereotype of the middle-aged female “Karen”. Researchers found that diners were more likely to complain when eating out for a special occasion, when problems had occurred before their visit, or when they had personalities marked by assertiveness, entitlement or a strong desire to challenge unfairness.

The researchers tracked nearly 1,000 meals at 100 restaurants. Forty per cent of restaurant errors were not reported, while 45 per cent were raised and resolved effectively by frontline staff; the remainder escalated to management or formal complaints. A warm welcome and staff who could respond confidently to problems reduced the likelihood of complaints and prevented issues from worsening.