In the fast-paced hospitality world, one truth holds steady: loyal customers are the lifeblood of any successful restaurant. They return often, bring friends and become the foundation on which restaurants can grow. But in a market flooded with options, earning that loyalty takes more than good food. It takes consistent, thoughtful experiences and the smart use of technology to reduce friction and boost satisfaction.

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How loyal are South African diners?

The Eat Out Yoco Restaurant Experience Survey shows that loyalty is alive and well in South Africa, but restaurants have to get the basics right. Those surveyed said that while they frequent coffee shops, delis and bakeries on a daily basis, they will generally eat out at a casual, family-dining restaurant about once a month. Most will only eat at a fine-dining establishment as a special treat - at most once or twice a year. Across all categories, however, diners are consistent in what brings them back: friendly, attentive service, reliable food quality and smooth payment experiences.

What drives diners away?

While poor-quality food or safety issues are obvious red flags, it’s often the small, frustrating things that stop diners from coming back. The five most annoying issues, as confirmed in the survey, includes:

• Incorrect orders because waiters didn’t write them down.

• Awkward bill-splitting that leaves everyone reaching for their calculators.

• Long waits for food or payment.

• Unavailable menu items that aren’t communicated upfront.

• Inconsistent service between visits.

These issues are all avoidable - and that's where the right point of sale technology can step in and change things around.

Taking the friction out of dining

Yoco has invested heavily in solving everyday pain points for both diners and restaurateurs. Its payment tools, including Khumo, Yoco Counter and Table by Yoco, are built with one goal in mind: making service smoother and more enjoyable from start to finish. “We have built functionality into our products so that we can remove those friction points,” says Lungisa Matshoba, co-founder and chief product officer at Yoco. “This includes our new point of sale solution, Table by Yoco, which captures orders from the table automatically on our handheld Khumo device and sends them to the kitchen with automated timing attached to each order, reducing incorrect orders and ensuring you have visibility on waiting times and food delivery around the clock.”

Take split payments, for example. “We built this feature into our Khumo and Neo Touch devices to take the stress out of paying for customers,” added Lungisa. “The server just selects ‘split payment’, chooses the payment methods - either card, cash or both - and Khumo does the rest.” It even tracks how much is still owed, how much has been tipped, and prompts to close the sale only when everything is complete. No more guesswork or awkward maths.

A smoother overall experience

Table by Yoco is a full restaurant operating system that increases efficiency and speeds up service. Orders are captured from the table via handheld devices and sent directly to the kitchen, with automatic time tracking and real-time communication between waiters and chefs. Staff are instantly notified when dishes are ready, when stock runs out and how long each table has been waiting. This connectivity means 50% faster order and payment processing, and more importantly, a smoother, less error-prone customer experience, which is exactly what drives repeat visits.

Tech and loyalty are a winning combination

Another area where Yoco has focused is customer loyalty. Loyalty programmes are key to sustaining customer relationships, and acknowledging this, Yoco has integrated with Platō’s card-linked loyalty system, powered by loyalty and rewards specialist Yoyo, to take the friction out of rewards.

Platō Coffee is the first company in South Africa to roll out a bank card-linked loyalty system in partnership with Yoyo and Yoco. With over 98 locations already pouring coffee across the country, and a goal of reaching 150 by the end of 2025, Platō joined forces with Yoyo and Yoco to introduce a loyalty system as smart and seamless as its in-store experience. Yoyo’s platform integrates with Table by Yoco, the point of sale and payments solution that powers all Platō stores.

“Our brand is built around community and meaningful experiences, and a loyalty programme helps us reward our customers for their ongoing support while encouraging them to keep coming back,” says co-founder and CEO of Platō Stephan Bredell. “It’s about rewarding while encouraging return visits. It’s simple, instant and totally aligned with how modern customers engage.”

Since launching its loyalty programme with Yoco and Yoyo, the Platō App now accounts for over 30% of in-store transactions, which is more than double the industry average. “This shows that customers respond positively to instant cashback rewards, which motivates them to choose Platō repeatedly over other coffee shops,” explains Stephan.

“Platō was never just about coffee,” he explains. “From day one, we set out to build something bigger - a brand that brings people together. ‘Coffee sculpted, Community Included’ isn’t just a slogan; it’s how we approach everything we do. We’re always looking for ways to make our coffee, the brand, the experience - even the loyalty system - better, smarter and more meaningful. This new app is just another step in that journey.”

There are no physical cards or QR codes. Customers simply tap their bank card to pay, and they automatically earn 5% cashback via the restaurant’s loyalty app. Customers can then redeem this cashback at any Platō store nationwide. For those who haven’t yet registered, an SMS invite encourages them to download the app and unlock any cashback already earned. This integration encourages frequent visits and spending by making rewards effortless and immediate.

Bevan Ducasse, CEO of Yoyo, says: “For years, our customers have asked for loyalty without extra cards or additional steps. We decided that the ultimate solution would be to develop a system where your bank card becomes your loyalty card, in partnership with Yoco. Having Platō and Yoco as our first-to-market partners is a momentous step for the future of how customers experience and engage with loyalty.”

When customers feel valued, they return

Ultimately, loyalty is about making customers feel remembered, respected and appreciated. When restaurants streamline service, communicate clearly, personalise experiences and offer rewards for repeat visits, they create a place customers want to come back to. As Stephan explains: “In today’s competitive market, a strong loyalty system is essential for sustaining long-term relationships and growing a customer base.”